Key Responsibilities Incident &

- Ticket Management Manage and resolve Cloudflare WAF-related incidents, service requests, and change requests through Service Now. 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 Service Now 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 DDo S 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

Robust knowledge in Cloudflare WAFHands-on experience with Service Now 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, DDo S, Bot Management, Zero Trust, and Cloudflare Tunnels.

Experience working with Azure, AWS, on prem, and enterprise application environments.

📌 Cloud Waf Support Engineer (Lucknow)
🏢 Saunders Scott
📍 Lucknow