Mobile Regional Operational Expert - RSA Authentication/ Secure Id/juniper VPN

  • Pune
  • Confidential
  • 10-14 years
  • 13 Feb 2015

  • Project/ Program Management IT

  • IT/ Technology - Hardware & Networking, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

The Mobile Team Regional Operational Expert is responsible for providing regional governance of OURs outsourced vendors delivering services that make up the overall mobile service, as well as providing 2nd Level Support, Incident, Problem, and Outage management, and Monitoring Operations for the RAS, Blackberry, Corporate mobile, ouriOS and Good platforms.

Responsibilities include:

Coaching vendor, driving knowledge improvement and correct call assignment between incident resolver groups
Supporting vendor team in communication with other GTP resolve groups who support associated infrastructure related to the platforms (Networks and proxy support, Firewall Support, DNS Admin, Mobile Engineering, Email and Collaboration operations, and other mobile application teams)
Work with 1st Level Tier 1 and 2 support teams to improve resolution rates of incident related issues before reaching 2nd Level team
Manage the vendor teams engagement into engineering teams for incidents that cannot be resolved.
To interact with global incident management team when required, and be point of call for severity Crit/1/2 related issues affecting these platforms.
Drive the vendors problem management function (reducing incidents for known issues, reoccurring problems)
o Drive the outsourced vendors monitoring of our platforms:
- Local owner of monitoring control room staff
- Ensure vendor proactively address all related issues identified during monitoring activities
driving the platform service improvement plan and knowledge creation, defining standardized release plans, approving changes progressing through the engineering and production release gates process, and user communications
Ensure production inventory for mobile assets is maintained
Define any DR plans, and production user communications
Own the GT Production Strategy for the platform
Carrying out approvals in change management system for enhancements to the platform

Key Skills:

A solid understanding of the technologies used to deliver the Mobile platforms including:

o RSA SecurID Authentication
o Network Firewalls
o Juniper IVE
o Whole Security
o Web Proxies
o Home and external user desktop OS including Windows and OSX
o ADSL and Leased Line
o Good for Enterprise
o iOS and corporate lock down controls
o Android
o Mobileiron
o Acronis file access and Junos Pulse VPN
o Citrix and RDP remote connections
o Blackberry OS
o Mobile network carriers and operational processes
Good understanding of incident and problem management workflow processes
Good understanding of monitoring concepts and technologies
Excellent communication skills to cater to internal OUR clients, Global Technology engineering and incident resolver groups, and external vendor service teams
Experience managing remote teams and external outsourced vendor service delivery


RSA Authentication Manager RSA ACE RSA SecureID Juniper VPN Mobile platforms End User Technology platforms EUS mobile service regional governance Mobile Engineering Email and Collaboration

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