nKey Responsibilities

nIncident & Ticket Management

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

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

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

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



and Cloudflare logs for problem resolution.
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nSecurity Administration

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

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

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

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- Strong knowledge in Cloudflare WAF
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- Hands-on experience with ServiceNow Incident, Request, Problem, and Change Management.
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- Experience supporting Cloudflare WAF in a 24x7 enterprise environment.
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- Robust troubleshooting skills for DNS, SSL/TLS, HTTP/S, Load Balancing, and Application Security.
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- Familiarity with Cloudflare WAF, DDoS, Bot Management, Zero Trust, and Cloudflare Tunnels.
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- Experience working with Azure, AWS, on prem, and enterprise application environments.
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📌 Cloud WAF Support Engineer (Moradabad)
🏢 Saunders Scott
📍 Moradabad