Security Associate

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

To manage and administer network security technologies for BT and its Global customers.

This role is one of a customer facing operational team of hands-on technical people giving 2nd line support to IT Security based services to a specified group of external global/corporate customers encompassing Change and Incident Management, Customer services, enquiries, fault diagnosis/resolution and problem management.

Position is based in Gurgaon 24x7 Global Security Operational Centre.

**You'll have the following responsibilities**

**Key Responsibilities**
- Support in life service Security solutions for BT’s global client.
- Troubleshoot customer problems within Security domain
- To undertake problem analysis e.g. root cause, repeat faults, trends to identify opportunities for improvement and initiate investigation and/or corrective action, where appropriate.
- Review, advise and implement firewall changes in line with BT & Customer security policies and change control processes
- Offer proactive advice on implemented services
- To meet or exceed bespoke/customer-specific SLA's, contractual commitments and internal BT Security performance measurements.
- Prioritise and organise assigned tickets on basis of criticality or as per customer’s contracts to meet the SLAs
- To accurately log, update and close event management tickets in a quality and timely manner as per the documented processes and take the required corrective action where quality issues are identified.
- To ensure that all agreed communication, notification and escalation processes (internal/external) are delivered e.g. customer updates.
- Undertake regular capacity management and security breach reports in line with agreed customer requirements.
- Form an integral part of a 24 hour support rota delivering 2nd line services
- Produce and support Firewall polices configuration builds to allow implementation of customer projects.
- Carry out Security Solutions Technical Consultancy in support of customer project work.

**Key Working Relationships**

**External**:
External customer base

Vendors - Checkpoint, ZScaler, Azure, AWS, Palo Alto, Skybox, Juniper SRX etc.

**Internal**:Other BT business units such as BT TSO, BT Global Services, BT Wholesale,

**Resources for which job holder is accountable**

**People**:Working as standalone member of team.

**Budget**:No direct control of budget but working to Security Operations VSB allocated budget

**You'll have the following skills & experience**

**Professional/Technical Competencies**:
**Mandatory**:Hand-on experience in operation and management of security infrastructure.

1. Three to five years of hands-on skills on any or combination of these technologies -Checkpoint, ZScaler, Azure, AWS, Palo Alto, Skybox, Juniper SRX etc. Experience on multiple security technologies is a significant plus.

2. Good level of analytical and trouble-shooting skills in a production environment

3. Ability to handle changes and incidents independently as per the processes and agreed service levels

4. Ability to communicate (both written & oral) clearly with various internal stakeholders and customers

**Highly Desirable**:
1. Experience on working in a global support environment, experience of ticketing-tools and exposure to ITIL processes in context of service operations is a plus
- 2. Professional level certification in technologies listed above is desirable
3. Experience of providing support to international customers in live environment or working in Security Operation Centre (SOC) is an advantage
4. Technical Qualification such as B.E./B.Tech/MCA/ Engg Diploma in a relevant field is desirable.

**About BT**

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interes