JOB DESCRIPTION Role Proficiency:Resolve L1 Incident and service requests within agreed SLA Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes3) Mentor new team members in understanding customer infrastructure and processes4) Perform alert analysis for driving incident reduction5) Resolve L1 incidents and service requests Measures of Outcomes: 1) SLA Adherence2) Compliance towards runbook based troubleshooting process3) Time bound elevations and routing of tickets - OLA Adherence4) Schedule Adherence in managing ticket backlogs5) # of NCs in internal/external audits6) Number of KB changes suggested7) Production readiness of new joiners within agreed timeline by one-on-one mentorship8) % Completion of all mandatory training requirements9) Number of tickets reduced by alert analysis 10) Number of installation SR handled for endpoints / change tasks completed for infrastructure 11) Number of L1 tickets closed Outputs Expected:Monitoring: Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices Runbook Reference/Change: Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes. Escalation/Elevation/Routing of tickets: Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process. Tickets Backlog/Resolution: Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure. Collaboration: Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference. Close/resole L1 tickets with help from respective tower. Actively participate in team/organization-wide initiatives. Installation: Install software software/tools and patches Stakeholder Management: Lead the customer and vendor calls. Organize meetings with different stake holders. Participate in RCA meetings. Process Adherence: Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization\' s policies and business conduct. Training: On time completion of all mandatory training requirements of organization and customer. Provide On floor training and one-on-one mentorship for new joiners. Performance Management: Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager. Set goals and provide feedback for mentees. Assist new team members to understand the customer environment. Skill Examples: 1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers2) Networking:a. Good in Monitoring tools and Device back up schedulingb. Basic DHCP and DNS configuration in routers and switchesc. Basic troubleshooting skills in \'show ip route\' \'sh mac address-table\' etcd. Static and dynamic IP routing protocols basics3) Server:a. Basic to intermediate powershell / BASH/Python scripting skillsb. Manual patch of QA serverc. Analyse space alerts from a server and engage Capacity Mgmt. team for disc expansion4) Storage and Back upa. Ability to handle Storage and Backup issues independentlyb. Ability to handle Vendor management Device management Storage array managementc. Perform Hardware upgrades firmware upgrades Vulnerability remediationd. Ticket analysis Storage and backup Performance management various trouble shootings5) Database:a. Patching and upgrading the DB server and application toolsb. Tweak queries making them run as fast as possiblec. Logical and Physical Schema design (indexing constraints partitioning etc.)d. Ability to visualize debug the end-to-end flow of business transaction model and applicationse. DB migration export/import Knowledge Examples:1) Fair understanding of customer infrastructure ability to co-relate failures 2) Monitoring knowledge in infrastructure tools3) Networkinga. IP addressing and Subnetting knowledgeb. Preferably certified in Cisco\'s basic certification trackc. IOS upgradation knowledge and IOS patching knowledge4) Servera. Intermediate level knowledge in active directory DNS DHCP DFS IIS patch managementb. Strong knowledge in backup tools such as Veritas/Commvault/Windows backup storage concepts etcc. Strong Virtualization and basic cloud knowledged. AD group policy management group policy tools and troubleshooting GPO alertse. Basic AD object creation DNS concepts DHCP DFSf. Knowledge with tools like SCCM SCOM administration5) Storage and Backupa. In depth knowledge in Storage & Backup technology Storage allocation and reclamation Backup policy creation and managementb. Strong knowledge in server Network and virtualization technologies6) Toola. Knowledge in Infrastructure and application technologiesb. Understanding of monitoring concepts and processc. Understanding of key network monitoring protocols including SNMP NetFlow WMI syslog etcd. Knowledge in administration of tools like SCOM Solarwinds CA UIM Nagios ServiceNow etc7) Monitoringa. Good understanding of networking concepts and protocolsb. Knowledge in Server backup storage technologiesc. Desirable to have knowledge in SQL scriptingd. Knowledge in ITIL process8) Database:a. Knowledge of Database security9) Quality Analysisa. Exposure to FMEA audit practicesb. Exposure to technology/processes as per audit requirements.10) Working knowledge of MS Excel Word PPT Outlook etc. Additional Comments: Required Education and Experience - 5 to 8 years of strong experience in handling Next Gen Firewalls, DNS firewall, WAFs, DDoS, SIEM tools. Responsible for creating, maintaining and enforcing security policies affecting the network. Responsible for securing all information and information systems assets of the Company network infrastructure. Design/install/operations of VPN, WAF, IDS/IPS, DDoS, DNS firewalls, Zero-Trust, Firewalls and micro segmentation. To have in-depth experience, knowledge and skills in your own discipline. Usually determines own work priorities. Acts as a resource for colleagues with less experience Responsibilities: . Measuring the network security health and sharing daily/weekly/Monthly static reports. . Handling the security incidents tagged to all the network infrastructure devices. . Remediate all security vulnerabilities of network devices scanned by VMDR tools. . Ability to think through problems and visualize solutions. . Ability to implement, administer, and troubleshoot network security infrastructure devices, including firewall, routers, switches, Remote access, site to Site VPN, LAN, Load balancer WAF, DNS firewall and cloud infrastructure technologies. . Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources. . Ability to work with all levels of staff within and outside of IT and outside the organization. . A self-starter able to work independently but comfortable working in a team environment. . Good analytical and problem-solving skills. . Dependable and flexible when necessary. . Hands-on experience in working with tools like Service Now, Solar winds & Splunk. . Active network certification (e.g. Palo Alto, Fortinet ) is a strong plus Primary Skills: . Hands-on experience to deal with complex issues in areas of Network Security technologies - Next Generation Firewalls (Palo Alto & Fortigate Firewall). . Enhance competence in Design, Implementation and Trouble Shooting of complex Network Security issues. . Determine security solution / Best practices by evaluating business requirements researching information security standards through continuous learning of architecture/platform, identifying integration issues. Maintain & Update Network Security Architecture for the Customer. . Plans security systems by evaluating network and security technologies developing requirements for local area networks (LANs), wide area networks (WANs), virtual private networks (VPNs), Routers, Next Generation Firewalls, and related security and network devices. . Experience in deploying Network Based Anti-virus, URL Filtering on Next generation Firewalls. . Experience in IPS / Vulnerabilities Protection Fine tuning - identification of false positive and remediation of Vulnerabilities. . Upgrades security systems by monitoring security environment, identifying security gaps, evaluating and implementing enhancements. . Experience on firewall rules and data flow traffic in firewalls. . Experience in clustering and high availability. . Should have good technical knowledge and hands on in cloud security solutions . Experience in configuration and implementation of VPN across various vendor perimeter devices. . Hands-on operational experience with various platforms like Tufin. Secondary Skills: . Good knowledge and hands-on with network hardware devices Cisco 6509, Nexus 6K,7K switches & Cisco ASR/ISR routers, Arista switches and catalyst 2k, 3k and 4k, Cisco 29xx, Aruba Wireless controllers and Infoblox - DHCP/ DNS. . Good Knowledge of Cloud networking technologies of VPNs, Transit Gateways/VWAN, Peering connections, WAF, cloud design, architecture, and services\'\'\'
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