Job Description

Job Description:

8+ years experience with strong technical and subject matter expertise in the following security specialties: Firewall: Palo Alto VPN - IPSEC, SSL IPS: Palo Alto Panorama Dashboard, PRISMA Customer service experience preferably in a Global Operations center environment Ticketing system knowledge- Service Now Flexibility with the ability to manage stressful situations and adapt to rapidly changing environments and requirements Ability to work with Operations and Engineering on the priority of issues to resolve the urgent customer impacting issues first Exceptional documentation and communication skills. Experience in leading Firewall teams will be a plus.

Responsibilities

• Planning and executing operations such as Major/Minor upgrade, Faulty firewall replacement, migration from one firewall to another firewall, new firewall build tasks.
• P1/P2/P3 Incident Resolution
• Ticket resolution - work on troubleshooting L1/L2/L3 tickets, support the operation of advanced Network Security Services and resolve escalations
• Queue Management - keep a watch on queue and assign tickets
• Service Request - working on request for changes as per client requirements
• Perform the Normal/ Standard changes as per client defined process and work instructions
• Be a Subject Matter Expert (SME) on Palo Alto Firewall
• Create Standard Operation Procedure documents
• Attend client calls and other technical meetings
• Creation of Problem tickets and Root Cause analysis (RCA)
• Identify areas of Service Improvement Program (SIP) for client to proactively reduce incidents
• Review documentation
• Work with hardware/software vendors, TAC to resolve problems
• Coordinate shifts and exchange handoff between various shifts
• Cross-train and mentor juniors, participate in various network and security related projects
• Perform other duties as assigned such as monthly compliance, SLA/KPI etc.
• Any additional task given to the incumbent from time-to-time based on business needs.

Please provide the TOP skills, and the years of experience that you ll consider: Palo Alto Firewall - 8+ years

Any additional information you would like to share about the project specs/nature of work: Prefer candidates who have worked on large enterprises with 100+ Palo Alto Firewalls. Should be capable of collaborating with multiple CIS teams for resolving outstanding issues and improve service delivery.

For applications and inquiries, contact:hirings@openkyber.com

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