Job Description

Job Family Descriptor
Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise
Broad outline of the Role
Candidate should have the expertise in IP & SDWAN network technology to handle the day-to-day customer complaints. He should have skills to deal with Versa, Fortinet & Meraki at L2 professional level. This includes traffic steering, configurations changes, application performance etc.
Candidate should have expertise on Perimeter security & Endpoint security. He will be responsible for configuration changes & software upgradations of the firewall. He should be confident enough to handle the technologies like VUTM & Web security as L3.
He should also understand about the different DLP policies & ISD/IPS rule that need to be deployed in Endpoints & server. The candidate should have the fair knowledge on the policy server upgradations which acts as a centralised server to push the configurations to different EP & Server.
Candidate should also have a fair understanding & working knowledge on SIEM.
The candidate should have L2 skills to handle the Trend Micro SAAS model (Apex one). He should also have the knowledge on the NAC configuration, PIM/PAM & Fortinet EMS.
Purpose - Broad objective of the role Operating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No. of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills