Sr Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B4101_1

Broad outline of the Role

• Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.
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Purpose - Broad objective of the role

Onsite Project Lead & SME for Routing Switching and Firewall (Paloalto)

Size and Scope of Role - No. of direct reports

Team of 15-20  L1/ L2 to be manage

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate OR PG degree in engineering or another technical discipline, Minimum ten years of work experience in the IT-Infrastructure is must.

Other knowledge/skills

• Strong Network engineering and project delivery
• Advance knowledge of routing and switching protocols.
• Firewall (IPSEC VPN, security policy, NAT, QoS, PBR, Basic knowledge of IDS/IPS/SSLVPN)
• Operational/Hands on experience in configuring/managing firewalls (Palo Alto-preferred, Fortinet, checkpoint or any other vendor)
• Operational/Hands on Experience with Cisco network switching, routing, & SDN Technologies (Cisco catalyst/Nexus/ACI & Cisco ISR/ASR & Juniper EX/MX )
• Operational/Hands on Experience in Wi-Fi Technologies (Aruba Preferred, Cisco)
• Strong Knowledge in Proxy & Load balancer technologies (Blue cote, Zscaler, F5 & Citrix)
• Experience with Unicast: OSPF, BGP, NAT, IPSEC and GRE
• Experience with Switching: CDP/LLDP, QOS. HSRP/VRRP, VLAN/VXLAN

Key Responsibilities

• The Candidate will work on designing, implementing, and managing the enterprise

networking infrastructure in collaboration with other IT Infrastructure teams. Candidate will be involved in engineering project work and tier-2/3 operational support to increase the overall supportability and reliability of the enterprise technology environment. Additional responsibilities will include upgrading and/or re-designing existing infrastructure for improved performance and stability, handling L2/L3 escalations from Helpdesk/NOC, and proactively identifying and fixing issues in production environment.

Participate in internal/External Audit and working on VAPT Points.

Technical Competencies

Knowledge / Skills