a. Create incidents upon alert validation in the monitoring tool against the correct Configuration item (CI) with SOP's provided. b. Perform SOP based changes e.g. Move Add Change Delete (MACD). 3) Understand different parameters used for monitoring and notify to resolution team responsible for resolution VPN a. Monitor & Perform health checks on VPN device b. Triage with respective teams to resolve issues related to Link and Authentication c. Troubleshoot VPN Client related issues. d. Certificates, Authentication, Internet issues, browser issues. e. Configuration respected to User creation and assignment to groups Proxy a. Monitor Vital Parameters of the proxy: number of sessions, CPU, Memory, Connectivity issues: Link, Network Capacity, errors. b. Triage: Perform Triage with Respective team to ensure resolution. c. Troubleshoot end user related issues with Proxy: PAC File, Browser, Groups assignments and Bypass Firewall a. Monitor Firewall Essentials: Logs generation, CPU, memory, error message: Interface or environmental parameters ( Temp, Power) b. Triage with respective team to resolve issues. c. Basic Troubleshooting: trace and escalate if any firewall is blocking ports. d. Define: Different Categories of Firewall (Packet Filtering/ Stateful/ Application Firewall) Load Balancing a. Monitoring of Pools/ Server Farms &Connection Status. b. SOP based troubleshooting of Connectivity issues to the Virtual IP. KPIs Customer: 1 client appreciation per quarter Zero escalations in a year 1 Customer facing SIP per year Process: 100% achievement of response & resolution SLAs 100% compliance to service management processes Contribution to AIDR reduction as per program goals & objective Technology: At least one emerging technology training/ year At least one technology certification/year At least 1 structured automation initiative participation/quarter Technical Skills a. Network Components, Devices (F) b. Virtual Private Network (VPN) connection Security (A) c. Proxy (F) d. Firewalls (F) e. Network Load Balancing (A) Behavioral Skills a. Email Communication, Presentation, Public Speaking(F) b. Interpersonal Skills, Nurturing Relationships (A) c. Customer Service Orientation, Business Appreciation (A) Proficiency Legend: (A) - Aware; (F) - Familiar; (P) - Proficient; (E) - Expert.