Functions:

Own technical escalations for the incidents and drive it till resolution.
Manage a Team, review and govern their performance.
Coordinate and participate in troubleshooting efforts between Cross Functional teams, vendors & customers
Acknowledge escalation, Isolate faults, manage and resolve incidents
Escalate to resolve incidents within SLA
Groom the team on technical and better productivity.
Support Major incidents
Perform Root Cause Analysis on the incident and ensure the issue is permanently fixed to avoid repetition
Upskill service desk by delivering training, breakout sessions or on the job guidance
Manage and Implement all type of Customer changes following Change Management Process
Participation in the on-call rota
Support CSA for Gold/Gold+ customers

II) Person Specification:

a) Essential Qualifications:

Bachelor's Degree in Electronics, Telecommunications or Equivalent

b) Requisite Skills:

5+ Years experience in Palo Alto Networks Firewalls and Panorama Management.
3-4 Years of Experience in AWS WAF support. App Onboarding and offboarding, Audits, Enhancements to exiting processes.
Team Management Skills are Must.
Experience with Next-Generation Firewalls and Management (Palo Alto Networks, Panorama, Prisma, FortiGate) design, migration, deployment, and configuration.
Ability to diagnose technical issues quickly and accurately
Palo Alto Networks (PAN) Cortex and/or Prisma design, implementation, andsupport skills.
Expert in IPsec VPN, DMVPN, GRE Tunnels, Global Protect VPN
Experience with Microsoft Azure, Palo Alto VM series
Centralized firewall management design, implementation, and support experience with Panorama is must
PAN Threat Detection and Prevention configuration, implementation, and support experience and PAN Prisma Cloud Security configuration.
Good understanding of Wildfire, DNS security, URL access management, File blocking, URL filtering, HIP, EDL, and Certificate management
Good understanding of SAAS application management, Application override, Authentication, Cloud identity engine, Service setup and Service connection
Review L2/L3 incidents and provide resolution within SLA to ensure smooth operation and maintenance of network components to drive network efficiency and availability.
Understanding to support 24*7 IT infra issues.

Security Manager