Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B3201_2

Job Family Descriptor

Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise

Broad outline of the Role

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Technical Skillset:

• Expert Security/Firewall management background in working for large enterprise.
• In-depth knowledge and proven expert proficiency in designing, engineering, configuring, and maintaining of large enterprise firewalls such as Fortinet UTMs, Checkpoint, Cisco ASA, Load-balancer, WAF.
• Support of firewall technologies includes Fortinet firewalls, Checkpoint, ASA Administration, troubleshooting and engineering background is required. Knowledge of other firewall technologies.

Size and Scope of Role - No. of direct reports

• Must have experience analysing and implementing complex firewall rules on Checkpoint firewalls and/or FortiGate security devices. Demonstrated ability to analyse network traffic flows to reverse-engineer the required firewall ports and rules to allow secure access of applications.
• Strong technical ability to troubleshoot firewall problems in a large enterprise involving complex network application flows between multiple hosts spanning multiple firewalls/security zones and different geographic locations.

Size and Scope of Role - Total team size

Management Skillset:

• Coordinate internal resources and third parties/vendors for the flawless execution of project. Ensure that all projects are delivered on-time, within scope and within budget.
• Developing project scopes and objectives, involving all relevant stakeholders, and ensuring technical feasibility, Ensure resource availability and allocation.
• Develop a detailed project plan to track progress.
• Use appropriate verification techniques to manage changes in project scope, schedule, and cost.

Size and Scope of Role - Other size parameters

• Measure project performance using appropriate systems, tools, and techniques.
• Report and escalate to management as needed.
• Manage the relationship with the client and all stakeholders.
• Perform risk management to minimize project risks.
• Establish and maintain relationships with third parties/vendors.
• Create and maintain comprehensive project documentation.

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Client Location - POWAI Mumbai

1.Candidate must have strong experience in multiple enterprise firewall technologies like Fortinet, Checkpoint, ASA.

2.Experience in Load balancer, WAF

3.Experience in DDOS technologies, cloud firewall would be added advantage.

4.Must have more than 6 years of experience for L3

5.Working hours would be 24x7 and as per business requirement.

6.Get the profiles for early joiners and immediate joiners only.

7.Experience of Team management or Project management.

Technical Competencies

Knowledge / Skills