Key Purpose of the role
To manage and administer security technologies for BT and its Global customers.
Provide Lead technical/3rd line support on all, including complex security issues liaising with customer representatives or vendors and supporting/directing other support staff where appropriate. This will include the support of new and existing products that come under the responsibility of the team.
Position is based in Kolkata at 24x7 Global Service Delivery Centre.
Support in life service Security solutions for BTs global client.
Work on complex incidents, problems and changes within the Operational environment.
Manage, lead and prioritise a team of Security Analysts working in a operational environment, provide level 3 operational support and own achieving SLAs for agreed service metrics
Provide leadership and training to technical support staff including mentoring of 2nd line support staff to improve diagnostic skills and encouraging them to achieve security product accreditation.
Carry out Security Solutions Technical Consultancy in support of customer project work.
Have the ability to maintain a lab environment for training, testing of new services and support of customers.
Form an integral part of a 24 hour support rota to provide 24x7 support to the designated customers
Produce scripts and supporting documentation to allow the 2nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.
Attend meetings on behalf of the team and line manager.
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 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.
Produce and support Firewall polices and function configuration builds to allow implementation of customer projects
Key Working Relationships
External customer base
Vendors Fortigate, Checkpoint, F5, Juniper and BlueCoat
Internal: Other BT business units such as BT TSO , BT Global Services, BT Wholesale,
Resources for which job holder is accountable
People: Opportunities exist to work as standalone member of team or leading a small team.
Budget: No direct control of budget but working to Security Operations VSB allocated budget
Mandatory: Hand-on experience in operation and management of security infrastructure.
1.Minimum five years of hands-on skills on one or more of the following technologies
Fortinet, Juniper, Checkpoint and F5 Firewalls,
2.Ability to provide Tier 3 support and manage complex and escalated tickets in production environment
3.Leadership skills to deliver quality service in individual role or manage a team of engineers to deliver service as per agreed SLAs
4.Ability to communicate (both written & oral) clearly with various internal stakeholders and customer
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.Minimum professional level certification on one or multiple technologies listed above
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.