2nd Line Security Engineer

Why this job mattersTo manage and administer security technologies for BT and its Global customers Provide Level 3 technical support on Security Technologies like Firewalls Proxies load balancer Cloud security Provide escalation support and liaising with customer representatives or vendors and supporting directing other support staff where appropriate On-boarding of new product to operation team and taking contract ownership Position is based out of Gurgaon s Global Security Operational Centre Roles and ResponsibilitiesForm an integral part of 24 7 rota to provide security in-life support Work on complex incidents problems and changes within the Operational environment Provide level 3 operational support and own the high priority incident while maintaining the agreed SLA Be the technology SME for specialised product as per contract or business need Be the Contract SME obtaining full infrastructure tools and process knowledge Be the Single point of Contact for design or contract team for any operation query or escalation support Contribute to new Product launch and technical evaluation for managed security services Provide escalation support to team members including first and second line of defence New customer on-boarding and Acceptance into Service of new product for existing customers Root cause analysis and building PIR as and when required Provide customer technical advisory services in support of new BT Security Service Working with the customer and account teams in the technical data requirements capture phase Provide consultancy and support in Vulnerability management IOS upgrades and policy management Ensure full awareness of the need to safeguard sensitive customer information at all times so that customers perceive BT to be a trustworthy organisation Provide leadership and training to technical support staff including mentoring of 2nd line to improve diagnostic skills and quality of incident management Acting as advisor for the customer to improve the overall Security Services of the customer Leadership skills As an Individual contributor accountable for respective deliverables area Form an integral part of a 24 hour on call support rota to provide 24x7 support to global customers Ensure full awareness of the need to safeguard sensitive customer information at all times so that customers perceive BT to be a trustworthy organisation To share technical knowledge with in the team and participate in cross skilling activities SkillsMandatory Hands-on experience in operation and management of security infrastructure Minimum Troubleshooting experience of 6 years of experience on following products technologies Next generation Palo Alto Prisma Firewalls Cisco Firepower FTD Fortinet Virtual Appliance IPS Web Application Firewalls Implementation and operation support experience on F5 LTM GTM ASM AFM Experience in troubleshooting issues on Netscaler Zscaler Netskope Cisco Umbrella Understanding of Identity and Access management solution like Beyond trust Okta CyberArk Cisco ISE Knowledge of SDWAN will be an added advantage Ability to provide Tier 3 support and manage complex and escalated tickets Knowledge of Cyber Security domains will be an added advantage Stakeholder management and ability to work under pressure Effective oral and written communicationExperience you would be expected to have Experience of working in a global security operation environment ticketing-tools like remedy Service Now and exposure to ITIL processes in context of service operations is a plus Minimum professional level certification in CCIE Security PCNSE CCNP Security Zscaler Certified NSE4 NSE5 Professional Qualification such as B E B Tech MCA Diploma in a relevant field is AcceptableAbout usBT is part of BT Group along with EE Openreach and Plusnet Millions of people rely on us every day to help them live their lives power their businesses and keep their public services running We connect friends to family clients to colleagues people to possibilities We keep the wheels of business spinning and the emergency services responding We value diversity and celebrate difference We embed diversity and inclusion into everything that we do It s fundamental to our purpose we connect for good We all stick to the same values Personal Simple and Brilliant From day one you ll get stuck in to tough challenges pitch in with ideas make things happen But you won t be alone we ll be there with help and support learning and development This is your chance to make a real difference to the world to be part of the digital transformation of countless lives and businesses Grab it A FEW POINTS TO NOTE Although these roles are listed as full-time if you re a job share partnership work reduced hours or any other way of working flexibly please still get in touch We will also offer reasonable adjustments for the selection process if required so please do not hesitate to inform us DON T MEET EVERY SINGLE REQUIREMENTStudies have shown that women and people who are disabled LGBTQ neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria We re committed to building a diverse inclusive and authentic workplace where everyone can be their best so if you re excited about this role but your past experience doesn t align perfectly with every requirement on the please apply anyway - you may just be the right candidate for this or other roles in our wider team