We are looking for an experienced L3 Engineer and Operations Lead to manage and lead operations for Secure Service Edge (SSE) technologies, including Proxy, Cloud Firewall and ZTNA . The role requires strong technical expertise along with operational leadership across Incident, Change, and Problem Management , along with driving continuous improvement and reporting.
- Ensure SLA adherence and service availability.
- Manage L1/L2 teams and provide technical guidance.
- Define and improve operational processes and runbooks.
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3. Incident , Change and Problem Management
- Drive resolution of P1/P2 incidents.
- Conduct post-incident reviews and RCA documentation.
- Identify recurring issues and drive problem records.
o Weekly/monthly operational reports
o SLA/KPI dashboards
o Incident and problem trends
- Provide insights and recommendations to leadership.
- Ensure compliance with audit and security requirements.
Skill Requirements
Required Skills & Experience
Technical Skills
- Strong experience in:
o Proxy solutions (e.g., Blue Coat, Cisco, Zscaler, Netskope)
o SSE platforms (SWG, ZTNA)
o Firewalls
- Good understanding of:
o Networking (TCP/IP, DNS, SSL, VPN)
o Cloud security concepts
o Identity & Access Management (IAM)
Other Requirements
ITSM & Process Skills
Solid experience in Incident, Change & Problem Management
Familiarity with ITIL framework.
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Experience
- 8–12+ years of overall IT experience.
- Minimum 8+ years in SSE / Proxy / ZTNA/Firewall.