This position requires application of knowledge of established procedures, policies and best practices.
Act as Subject Matter Expert (SME) for global parts supplier and on customer security products and services
Must act as an escalation point for Incident Management team to deal with any issue when required
Perform troubleshooting and diagnosis of complex enterprise security device incidents
Work with Design Engineer, Project Engineer and Project Manager on customer transition, implementation, or transformation projects
Collaborate with Security Engineering and Project Management to create custom solutions for assigned customer.
Must understand how proposed architectural changes will impact the customers’ business and be able to articulate outcomes to technical and non-technical audiences.
Will have responsibility of taking ownership of assigned tasks, resolve tasks within assigned shift or correctly transition incident to oncoming shift if not resolved, track task to resolution.
Work with enterprise security device vendors to resolve complex incidents, replace defective hardware, receive software patches/fixes to resolve incidents.
Assess vendor vulnerability reports against existing customer devices. Work with customer to implement mitigation activities if required.
Required to give presentations via training sessions, web pages, or 1-on-1 training to Incident Management, Advanced Support, Change Management and Project Engineer teams.
Will be required to use vendor provided tools, log files, Verizon provided tools/scripts, etc. to resolve complex incidents.
Required to troubleshoot complex incidents involving first four layers.
Required to utilize available expertise and/or materials to resolve escalated incidents impacting enterprise security devices.
Position requires regular attendance on incident calls, review and understanding of documented processes, ability to update process documents, provide peer-to-peer training and interaction with high level Verizon and customer managers
Position requires Change Management participation to include; create/update/close change request in requisite change system, design change and submit change form, or review submitted change form and correct any deficiencies, stage or implement change and troubleshoot failed changes.
Assist Incident Management engineers with or perform troubleshooting, configuration, replacement, updating or installation of enterprise security devices.
Required to perform monthly checks of device operations to include; OOB testing, backups, password management, etc. Resolve any issues identified.
Develop scenarios to mock possible incidents for training purposes.
Perform in-depth research of assigned problems to identify resolution options, document options, select best option, present information to customer and implement approved resolution.
Participate in the Capacity Management process by analyzing and providing input for capacity reports to Project Engineer and Security Engineering.
Participate in audit and compliance assessments performed internally, by external vendors or by customer audit teams.
Perform other duties as required.
Ability to multitask, prioritize and resolve urgent issues.
Understanding of enterprise firewall functionality. Includes, but not limited to: Checkpoint, Cisco, Juniper, Palo Alto, Fortinet, etc.
Understanding of Caching/Proxy/AV devices. This includes but is not limited to: Bluecoat, Cisco, NetCache, etc.
Understanding of Global/Local load balancing devices. Includes, but not limited to: F5, Cisco CSS, Alteon, Redline, etc.
Understanding of VPN devices. Includes, but not limited to: Juniper, Cisco, etc.
Understanding of SSL devices. Includes, but not limited to: Alteon, Juniper, etc.
Understanding of Enterprise Management tools. Includes, but not limited to: Provider-1, Enterprise Manager, CSM, etc.
Experience working in 24x7 centers with complex, mission-critical, high transaction, high availability, fast paced environments.