Assistant Manager - Customer Service Operations Operations

Broad outline of the Role

• Experience in managing WAF - Radware, NGIPS - Trend Micro, ETM - Radware, SWG - Forcepoint, SMG - Trend Micro, DDoS - Radware, Firewall analyzer - Skybox, DNS Security – Infobox and any other technologies will be added advantage

Purpose - Broad objective of the role

• Experience in managing WAF - Radware, NGIPS - Trend Micro, ETM - Radware, SWG - Forcepoint, SMG - Trend Micro, DDoS - Radware, Firewall analyzer - Skybox, DNS Security – Infobox and any other technologies will be added advantage

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Education Qualification – B.E/ B.Tech /BCA/MCA with 5 to 6 years of experience
• Understanding IT environments, Routing & Switching, IP Addressing, Network security
• Relevant 4 years hands on experience in managing any of these given products like WAF - Radware, NGIPS - Trend Micro, ETM - Radware, SWG - Forcepoint, SMG - Trend Micro, DDoS - Radware, Firewall analyzer - Skybox, DNS Security - Infobox, and any other technologies will be added advantage
• Possession of recognized industry certification like CEH/ECIH/CHFI/  FW certification
• Possess an impeccable work ethic and a high degree of integrity

Other knowledge/skills

• Responsible for coordinating with OEM wherever required
• Escalate incident to next level
• Apply investigation techniques to document root cause and impact of detected computer security incidents. 
• Ensure SLA are achieved & work proactively to maintain the same

Key Responsibilities

• Experience in managing WAF - Radware, NGIPS - Trend Micro, ETM - Radware, SWG - Forcepoint, SMG - Trend Micro, DDoS - Radware, Firewall analyzer - Skybox, DNS Security – Infobox and any other technologies will be added advantage
•  Monitoring the security environment/appliance/software/service that are critical to the business and IT infrastructure for the solutions in scope
• Responsible for scoped security solution/device administration, solution recommendation, Escalation resolution, maintaining knowledge base, escalation point for device issue resolution, device patch implementation, rule base Management, version upgrades etc.
• Analysis of extended events, removal of false positives and update of Knowledge base
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Technical Competencies

• Relevant 4 years hands on experience in managing any of these given products like WAF - Radware, NGIPS - Trend Micro, ETM - Radware, SWG - Forcepoint, SMG - Trend Micro, DDoS - Radware, Firewall analyzer - Skybox, DNS Security - Infobox, and any other technologies will be added advantage

Knowledge / Skills