Job Description
Why this job matters
To 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 Responsibilities
Form an integral part of 247 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.
Skills
Mandatory: 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, Firewalls, Prisma
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 Forescout, 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 communication
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.
About Us
BT 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 REQUIREMENT?
Studies 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 Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
