Senior Service Reliability Engineer – Security
Job Req ID: 24442
Posting Date: 9 Oct 2023
Function: Customer Service
Location:
Dundahera, Sector 21, Gurugram, India
Salary: Competitive
Recruiter: Rakshanda Arora
Hiring Manager: Gaurav Jain
Career Grade: F
Skills
McAfee, F5, Cisco ASA/FTD, Juniper SRX Firewall, Bluecoat Proxies.
Skill in managing teams of individuals to produce desired outcomes and performance.
Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions.
Skill in assessing and improving service and business process performance.
Capability to rigorously adhere to defined processes and stated policies in carrying out assigned tasks.
Capability to identify issues and opportunities and initiate action without explicit instruction.
Capability to pay close attention to details of requests and deliverables and instructions.
Capability to recognise risks and guide actions to raise and avoid risks which may impact performance.
Capability to behave and react flexibly to unexpected changes in requirements and working practices whilst maintaining performance.
Experience:
3 years or more experience ,CCNA, Junos certifications preferred.
Role Purpose
Provide 24x 7 technical security support. Technically resolving all Security incidents allocated, including complex security issues (Severity Incident).
The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working solution, if necessary together with other disciplines.
They will also be responsible for leading a team of similarly skilled engineers, providing influence and guidance of the team, ensuring all work tasks of that team are completed within contractual obligations.
The role holder is responsible to implement all critical changes .
Responsible to drive the Service request and problem task .
Responsible to peer review all changes to submit error free changes to change team.
Responsible to implement certificate related changes .
The role holder is responsible to work with tool team and to reduce the proactive incident count.
Responsibilities
This is a shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
Be a part of Technical Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner.
Responsible for managing the LAN/WAN issues for customer as well as supporting security issues highlighted by customer and work with other security teams.
Manage the resolution process for all P1 & P2 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue.
The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents – ensuring maximum system availability.
The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
Responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
Responsible for the complete process adherence and handling of critical incidents according to SLAs.
Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer’s LANs (Local Area Networks) together via the different available WANs (Wide Area Networks) in direct co-operation with System Engineering and Project Management.
Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
Take part in regular service conference calls with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON’T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.
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