The Managed Services Cross Technology Engineer (L2/L3) –Network / Security is a developing or seasoned engineering role,responsible for providing a managed service to clients to ensure that their ITinfrastructure and systems remain operational.
Through the proactive monitoring, identifying,investigating, and resolving of technical incidents and problems, the ManagedServices Cross Technology Engineer (L2/L3) is able to restore service toclients.
The primary objective of this role is to proactively work onautomation aspects of work focusing on Network / Security relating to theoperations. Also to work on client requests or tickets and applytechnical/process knowledge to resolve them without breaching service levelagreement (SLA).
The Managed Services Cross Technology Engineer (L2/L3)focuses on second-line support for incidents and requests with a medium levelof complexity and focusses across two or more technology domains - Cloud,Security, Networking, Applications and / or Collaboration etc.
This role may also contribute to / support on project workas and when required.
Key Responsibilities:
· Network - Automate the provisioning, configuration, and testing of network infrastructure(routers, switches, firewalls, load balancers).
· Develop and maintain CI/CD pipelines specifically for networkcode and configurations.
· Utilize Infrastructure as Code (IaC) tools like Terraform orAnsible for network deployment.
· Implement network monitoring and logging solutions to ensure highavailability and performance.
· Maintain Git repositories for all network configurations andautomation scripts.
· Collaborate with traditional Network and Software Engineering teams todesign scalable and reliable networks.
· Focus on continuous improvement, pushing for a code-centric approachto network operations.
· Security – Automate - Embed security testing and compliance checks earlyinto the CI/CD pipeline (Shift Left).
· Implement automated security tools for SAST, DAST, SCA, andinfrastructure vulnerability scanning.
· Manage and maintain security tools like WAFs, IDS/IPS, and CloudSecurity Posture Management (CSPM).
· Develop and enforce security policies using Policy as Code (PaC).
· Automate incident response and security monitoring throughlogging and alerting systems.
· Conduct regular threat modeling and security reviews for newfeatures and infrastructure changes.
· Educate and collaborate with Development and Operations teams on securecoding practices and security awareness.
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- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients for extending support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
- Identifies problems and errors before they impact a client’s service.
- Provides Assistance to L1 Engineers for better initial triage or troubleshooting.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support on project work as and when required.
- May work on implementing and delivering disaster recovery functions and tests.
- Performs any other related task as required.
Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
Academic Qualifications and Certifications and Tools:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
- Relevant certifications include (but not limited to) -
- CCNP or equivalent certification
- CCNA certification in must, CCNP in Security or PCNSE certification is good to have
· Fortinet
· RSA
· Tenable
· Trend Micro
· F5
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