Key Purpose of the role
Provide Lead technical/3rd line support on all, including complex security issues liaising with customer representatives or vendors and supporting/directing other support staff where appropriate. This will include the support of new and existing products that come under the responsibility of the team.
Position is based in Kolkata at 24x7 Global Service Delivery Centre.
Work on complex incidents, problems and changes within the Operational environment.
Manage, lead and prioritize 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.
Mandatory: Hand-on experience in operation and management of security infrastructure.
1. Minimum 5 years of hands-on skills on two or more of the following technologies
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.