Key Responsibilities

Incident & Ticket Management

- Manage and resolve Cloudflare WAF-related incidents, service requests, and change requests through ServiceNow.
- Handle daily operational tickets within defined SLA targets.
- Perform root cause analysis (RCA) for security incidents and application access issues.
- Coordinate with Application, Infrastructure, Network, and Security teams for issue resolution.
- Participate in major incident calls and provide technical support during outages.

Cloudflare WAF Operations

- Monitor Cloudflare security events, alerts, and dashboards.
- Investigate and troubleshoot blocked traffic, false positives, and application functionality issues.
- Fine-tune Cloudflare Managed Rules, Custom Rules, Rate Limiting Rules, and Bot Protection policies.
- Review WAF logs and security analytics to identify threats and recommend improvements.
- Support onboarding and offboarding of applications to Cloudflare.

Change Management

- Implement approved changes through ServiceNow change management processes.
- Deploy and validate WAF policy updates, ACL changes, SSL certificate modifications, and DNS updates.
- Perform pre-production and post-implementation validation.
- Support planned maintenance and production cutovers.

Troubleshooting & Support

- Troubleshoot application connectivity, DNS resolution, SSL/TLS certificate, and Cloudflare Tunnel issues.
- Work with application teams to identify and resolve traffic routing and security policy issues.
- Analyze HTTP/S traffic, network traces,



and Cloudflare logs for problem resolution.

Security Administration

- Create and manage WAF rules, firewall policies, IP lists, rate limits, and bot mitigation controls.
- Support DDoS protection configurations and attack mitigation activities.
- Implement security baselines and approved exception requests.
- Ensure Cloudflare configurations comply with organizational security standards.

Monitoring & Reporting

- Monitor service health and security posture of protected applications.
- Prepare weekly and monthly operational reports.
- Track onboarding status, incidents, change success rates, and attack mitigation metrics.
- Maintain operational dashboards and KPI reporting.

Documentation & Governance

- Maintain operational runbooks, SOPs, and knowledge base articles.
- Update architecture diagrams and support documentation.
- Participate in security reviews, audits, and compliance activities.
- Support risk assessments and security exception processes.

Desired Experience

- Solid knowledge in Cloudflare WAF
- Hands-on experience with ServiceNow Incident, Request, Problem, and Change Management.
- Experience supporting Cloudflare WAF in a 24x7 enterprise environment.
- Strong troubleshooting skills for DNS, SSL/TLS, HTTP/S, Load Balancing, and Application Security.
- Familiarity with Cloudflare WAF, DDoS, Bot Management, Zero Trust, and Cloudflare Tunnels.
- Experience working with Azure, AWS, on prem, and enterprise application environments.

📌 Cloud WAF Support Engineer (India)
🏢 Saunders Scott
📍 India