01Overview
About the Role
To manage and administer security technologies for BT and its Global customers.
Provide Level 3 technical support on Security Technologies like Firewalls, Proxies, load balancer, Cloud security. Provide escalation support and liaising with customer representatives or vendors and supporting/directing other support staff where appropriate. On-boarding of new product to operation team and taking contract ownership. Position is based out of Gurgaons Global Security Operational Centre.
What Ill be doing your responsibilities
Provide Level 3 operational support and own critical incidents, ensuring SLA compliance.
Participate in a 24x7 security support rota and resolve complex incidents, problems, and changes.
Act as the SME for security products, contracts, and operational processes.
Support customer onboarding, service acceptance, and new product launches.
Conduct root cause analysis (RCA) and prepare post-incident reports (PIRs).
Deliver technical consultancy in vulnerability management, policy management, and IOS upgrades.
Serve as the key escalation point for customers, stakeholders, and support teams.
Mentor and train technical staff to improve operational excellence and incident management quality.
Ensure the security and confidentiality of customer information at all times.
Skills Required
6+ years of hands-on experience in security operations and infrastructure support.
Expertise in Cisco Firepower/FTD, Fortinet, F5 (LTM/GTM/WAF), Zscaler, and Prisma Access.
Positive understanding of IAM solutions such as Okta, CyberArk, Cisco ISE, and BeyondTrust.
Experience in Tier 3 support, incident management, and stakeholder engagement.
Knowledge of SD-WAN, ITIL processes, ServiceNow, and Remedy is preferred.
Relevant certifications (CCNP/CCIE Security, PCNSA/PCNSE, Prisma Access) preferred. .
