L3 Security. Excellent verbal and written communication skills (English)\\r\\n• Have a solid presence and the ability to lead highly complex real time incident calls in front of the customer and other parties\\r\\n• Excellent customer handling skills \\r\\n• Ability to handle high pressure situations \\r\\n• Can drive HCL’s value and its methodology
Key Responsibilities
Handling tickets / Incidents via Service Now platform • Lead technical incident calls as a SME • Troubleshooting and providing break fix support to technical issues • Perform root cause analysis of raised issues • Defining process improvements and ensuring that the processes are adhered to • Take shared ownership of resolving issues in a SLA driven environment • Mentoring / training team members as a SME • Testing and auditing as required from time to time • Improves and maintains customer and employee satisfaction • Work as part of a Follow the Sun support global support model
Skill Requirements
Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN) • Cisco ISE • Cisco Meraki • Load Balancer - F5 LTM/APM and WAF • SD-WAN experience a plus
Other Requirements
Min 8+ years of Network Engineer experience supporting global network infrastructures • Experience in working as part of a global support (follow the sun) model • Cisco CCNP/CCIE and other industry standard networking certifications • Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services. • Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing • Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses. • Expert level for Wireshark and debugging reading skills. • Extensive hands-on experience with: o Cisco Firepower, ASA product families o Cisco ISE o VPN IPSEC/SSL, GRE technologies and firewall policies o F5 Load balancers LTM/APM and WAF o Cisco SD-WAN experience a plus