Support in life service Security solutions for BTs global client.
Work on complex incidents, problems and changes within the Operational environment.
Manage, lead and prioritise a team of Security Analysts working in a operational environment, provide level 3 operational support and own achieving SLAs for agreed service metrics
Provide leadership and training to technical support staff including mentoring of 2nd line support staff to improve diagnostic skills and encouraging them to achieve security product accreditation.
Carry out Security Solutions Technical Consultancy in support of customer project work.
Have the ability to maintain a lab environment for training, testing of new services and support of customers.
Form an integral part of a 24 hour support rota to provide 24x7 support to the designated customers
Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.
Attend meetings on behalf of the team and line manager.
Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.
Provide customer technical advisory services in support of new BT Security Service. Working with the customer and account teams in the technical data requirements capture phase.
1.Minimum five years of hands-on skills on one or more of the following technologies
SOC General Skill Sets
Firewall - Checkpoint /Cisco ASA/Juniper SRX or Net-screen/Palo Alto
Proxy - Bluecoat/Zscaler/Cisco WSA
Malware Scanning- Scansafe
Project Specific requirement
Primary Skill - Checkpoint / Fortigate Firewall (Mandatory any one )
Secondary Skill - Cisco/Netscreen/Bluecoat (Any one)
2.Ability to provide Tier 3 support and manage complex and escalated tickets in production environment
3.Leadership skills to deliver quality service in individual role or manage a team of engineers to deliver service as per agreed SLAs
4.Ability to communicate (both written & oral) clearly with various internal stakeholders and customer
1.Experience on working in a global support environment, experience of ticketing-tools and exposure to ITIL processes in context of service operations is a plus
2.Minimum professional level certification on one or multiple technologies listed above
3.Experience of providing support to international customers in live environment or working in Security Operation Centre (SOC) is an advantage
4.Technical Qualification such as B.E./B.Tech/MCA/ Engg Diploma in a relevant field is desirable.