About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><ol style="margin-top:0.0cm;margin-bottom:0.0cm" start="1" type="1"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Provide Level 2 onsite support for Palo Alto NGFW and Datacom network infrastructure.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Ensure timely incident resolution and service restoration within agreed SLAs.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Perform root-cause analysis and implement corrective and preventive actions.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Maintain accurate documentation of configurations, policies, network diagrams, and operational records.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Collaborate with Day #1, Cybersecurity, Service Management, and Vendor TAC teams to ensure seamless service delivery and knowledge transfer.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Troubleshoot and resolve security and network incidents involving Palo Alto firewalls (policy issues, NAT, VPN, IPSec, SSL VPN, Threat Prevention, URL Filtering, etc.).</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Manage firewall rule reviews, policy optimization, log analysis, and security posture improvements.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Perform configuration updates, firmware upgrades, patching, and change implementations following ITIL processes.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Troubleshoot Datacom switching and routing issues including VLAN, STP, OSPF/BGP (where applicable), and campus network connectivity issues.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Conduct periodic health checks, capacity reviews, performance monitoring, and vulnerability assessments to prevent service disruption.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Support integration with authentication systems (e.g., AD/LDAP), endpoint security solutions, and other enterprise platforms where required.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Liaise with vendor TAC (Palo Alto, Datacom, and Huawei where applicable) for escalations and major incident handling.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:12.0pt;line-height:115%;font-family:Aptos, sans-serif">Provide technical reports, update service tickets, and participate in operational review meetings.</span></li> </ol></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications</b></H2> </div><div><ol style="margin-top:0.0cm;margin-bottom:0.0cm" start="1" type="1"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Background in network security operations, managed services, or enterprise campus environments.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Minimum 3–5 years of hands-on experience managing Palo Alto firewalls (must have).</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Strong knowledge of Datacom switching and routing technologies (must have).</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Experience in firewall policy management, VPN configuration, log analysis, and security incident troubleshooting.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Huawei switching or campus network experience is advantageous but not mandatory (training and knowledge transfer can be provided).</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Certifications preferred: Palo Alto PCNSE / PCNSA, CCNA / CCNP, Huawei HCIA / HCIP or equivalent.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Experience working within SLA-driven environments with strong incident management discipline.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Proven ability to resolve complex network/security incidents independently onsite.</li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Strong documentation, communication, and stakeholder engagement skills.</li> </ol></div></div></div>