Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2

Broad outline of the Role

• The Network & Security L2 role requires a BE/BTech degree, 3+ years of relevant experience, and preferred certifications in CCNA Security or CEH. Responsibilities include 24/7 operational support, analyzing security alerts, maintenance, and incident response. Technical skills encompass routing protocols, VPN configuration, SDWAN technologies, QoS management, multicasting, and expertise in security products such as firewalls, WAF, DDoS, and SIEM. The role emphasizes proactive monitoring, incident analysis, and timely remediation to minimize customer-impacting outages. Hands-on experience with Palo Alto, Fortinet, Checkpoint, and EDR/DLP solutions is valued for this position.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 0-4 years of experience

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Providing 24/7 shift operational support for a variety of security services and platforms
• Monitors the alert queue assigned by L1 and detailed analysis of security alerts
• Providing security operations, maintenance functions, and troubleshooting
• Monitoring of health of Security Components & sanity checks in every shift
• Performs deep-drive incident analysis by correlating data from various sources
• Determines if a critical system or data set has been impacted & advises on remediation
• Continually striving to reduce customer-impacting outages/degradations and restoring service to premium levels in a timely fashion

Technical Competencies

• Configuration/troubleshooting of BGP, ISIS, OSPF, MPLS_SDWAN
• VPN setup and resolution for MPLS L2/L3 (VRF)
• Hands-on with SDWAN (Cisco, Fortinet, Versa, ACI)
• QoS management for congestion (RED/WRED, CBWFQ, ECN)
• Multicast configuration (PIM, SSM, IGMP)
• Switching, VLANs, port security, STP, wireless concepts
• Design/implement addressing schemes (VLSM IPv4/IPv6)
• Advanced intrusion detection, incident response, log reviews, malware assessment
• Security product certifications (Firewalls, WAF, DDoS, SIEM, Endpoint Protection, CEH)
• Experience with Palo Alto, Fortinet, Checkpoint, EDR/DLP (CrowdStrike, TrendMicro, Defender, Forcepoint)

Knowledge / Skills