Security (Information & Communication Technology)
Accept, manage, and update service requests to ensure contracted Service Level Agreements are met.
Provide remote technical support and escalations within Managed Services' ITIL aligned service delivery processes including Incident Management, Problem Management, Configuration Management, Change Management, and Release Management.
Manage, own, and coordinate the technical resolution of incidents either remotely or onsite utilizing Field Engineering resources.
Action P1 or Major incident escalation right away.
Plan, coordinate, and implement complex network changes within customer specified change windows, adhering to a predefined ITIL change management framework.
Plan, coordinate, and execute release management activities within customer specified change windows, adhering to a predefined ITIL release management framework.
Provide proactive, constant, and clear communication on the status of incident/problem resolution between the client, NTT, and any other 3rd party suppliers and vendors.
Escalate issues affecting the delivery of service to management.
Conduct technical workshops for L1 & L2 engineers on a regular basis.
Understand and manage the requirements of being part of a 24x7 on-call operation.
Mentor team members and guide them to grow in their roles.
Facilitate effective and appropriate communication to all stakeholders to meet SLAs and expectations.
Participate in the timely execution of our Business Continuity Plan.
Develop Service Improvement Plans continuously.
Proactively invest time in self-education and provided training to ensure a comprehensive and current understanding of our tools, processes, and the people that support our customers and our business.
Technical/ Mandatory
Between 8 to 10 years of experience in a managed cyber security environment working with Firewall – Cisco FTD, Palo Alto , Juniper, Checkpoint, Proxy – Palo Alto Prisma/SASE , BlueCoat , Zscaler, and F5 security products.
Experience in Security Incident management and response, with hands-on experience on SIEM tools mainly Splunk.
Experience in Cyber Security operations involving Security alert triage, threat hunting, and vulnerability assessment.
Palo Alto Security Certification like PCNSE, PCNSA.
Cisco CCNP/CCIE Security certified with good working experience in supporting Cisco ASA, FTD/IPS, ISE, AnyConnect VPN.
Strong knowledge to support, maintain, and troubleshoot any incident and request on Cisco ASA/Firepower/FTD, Cisco ISE, Juniper SRX in a complex enterprise environment.
Experience in supporting Web gateway technology from Palo Alto Prisma, Zscaler ZIA, Netskope, and Symantec Bluecoat web gateway.
Experience in supporting and strong knowledge of VPN technologies from Cisco AnyConnect and Zscaler ZPA.
Experience in managing Compliance management tools like AlgoSec Firemon, Skybox, Tufin.
Good knowledge of routing and switching protocols.
Zscaler, Netskope certifications and experience.
Cyber Security Tools for AlgoSec and SIEM solutions Splunk, RSA envision.
Vulnerability Management tools like Qualys or Tenable.
Prior experience and/or training about the ITIL Services Framework.
Knowledge of Cloud Security solutions.
Scripting skills with a good command of Python.
Experience in supporting Splunk Log search head, running queries.
Knowledge of Mitre framework and NIST framework.
To succeed in this role, you will need the following attributes
Ability to lead the technical investigation and clearly articulate the problem/incident statement and technical details.
Experience in supporting large customers with multiple data centers and sites.
Strong team player who collaborates well with teammates and contributes towards team success.
Ability to work in a challenging and constantly changing environment.
Display a willingness to persevere with difficult tasks.
Demonstrate resourcefulness and sound judgment.
Good aptitude to learn and adapt to new security technology.
Strong customer service focus with an understanding of client expectations.
Strong communication - verbal, writing, and interpersonal skills.
Demonstration of NTT's core values of Proactivity, Teamwork, Professional Excellence, Partnership, and Personal Commitment.
High level of initiative, accountability, attention to detail, and ability to follow processes particularly Change Management.
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