Security Engineer - N2
Company: Orange SA
Location: Palo Alto
Posted on: March 14, 2025
Job Description:
About the RoleResponsibilitiesIncident Management
- Manage customer issues and requests relating to security
technologies according to Service Level Agreements and standard
incident management processes. Technologies may include Checkpoint,
FortiGate, Palo Alto, Ivanti, F5 Big IP, Zscaler, Cisco, AWS,
etc.
- Issues could be raised by customers (Reactive Support),
monitoring activities (Pro-active Support), or Level 1 service desk
support team.
- Acknowledge incidents within agreed SLA.
- Proactive monitoring for systems and solutions to ensure
service availability for customers.
- Troubleshoot issues related to automatic backup of
configuration of equipment.
- Initiate Root Cause Analysis when outages are resolved or upon
management requests.
- Lead troubleshooting calls with end-users, other support teams,
and vendors.
- Demonstrate advanced troubleshooting skills during incident
investigation.
- Regular reviews with Level 1 security support, Level 2 support
(FR / MRU), and engineering teams for post-review incidents.
- Achieve and exceed customer satisfaction as the utmost
goal.Change Management
- Handle change requests on customers' security infrastructures &
technologies with respect to the defined Service Level
Agreement.
- Change may be initiated following customer or internal
requests.
- Perform Risk Level Assessment together with related
stakeholders before validation of change requests.
- Work on complex changes.
- Plan and perform intervention on customer's infrastructure in
HNO.
- Migration and upgrade of equipment.
- Ensure customer acceptance tests are performed
successfully.
- Ensure supervision of equipment is activated/deactivated where
required.
- Update CI tools (Configuration Items) after each operation
performed.Customer and Relationship Management
- Provide appropriate solution, information, or incident
resolution actions to the customer or Level 1 engineer.
- Work closely with FR team.
- Regular follow-up with TAM and Level 3 teams.
- Contribute to the handling and resolution of customer
escalations.
- Compile customer monthly reports.
- Ensure changes do not compromise overall customer
infrastructure.Case Management Follow Up and Resolution
- Regular follow-ups on vendor cases.
- Provide expert level technical support to ensure service
delivery or restoration.
- Transfer/Relay cases to other support entities for either
remote or on-site intervention.
- Ensure that service level agreements are met for all requests
delivery and incident resolution.
- Monitor tickets backlog daily and follow-through on
incidents.Self-Development
- Increase competency level via self-assessment and active
participation in training.
- Achieve relevant certification on products or technologies to
better support the line of business.
- Understand standards and processes.
- Maintain and uphold Orange Business Services values.
- Act as customer, process, and tools champion.
- Organize workshops for knowledge sharing and training of team
members and Level 1 technicians.
- Work in a team.
- Provide live and direct support and advice to team members for
case management or customer interface.
- Report any operational or customer-related anomaly.
- Transition new activities, customers, releases, and
processes.
- Facilitate the integration of new customers.
- Assist in the launch of new activities and/or technologies
within the team.
- Circulate knowledge regarding new releases of supported
products.
- Publish new customer specific guidelines.About You
- IT Proficient with good experience on Network, Security,
Firewall environments.
- Excellent knowledge on CCNA and security concepts such as HA,
Anti-Spoofing, DNS, TCP/UDP, Proxy, VPN, Antivirus, IPS, load
balancing, Application layer attacks, reverse proxy, TLS/SSL, Cloud
Architecture.
- Offer crucial support in troubleshooting problems related to
firewalls, VPN, proxies, DNS, and Antivirus.
- Hands-on experience on firewall upgrade and maintenance
activities.
- Strong verbal and written communication skills.
- Conversant with MS Office Software Suite: Word, Excel, Outlook,
etc.Knowledge
- Very good knowledge of Checkpoint, FortiGate, Forti Manager,
Palo Alto, Panorama, Zscaler, SSL/IPSec VPN, IPAM, AWS.
- Process and Standards understanding.
- Customer Relationship Management.
- Good concept of Incident and Change management.Abilities
- Excellent customer-facing skills.
- Excellent troubleshooting and analytical skills.
- Good time management and organizational skills.
- Teamwork approach to problem-solving.
- Ability to build relationships with peers, management, and
customers.
- Flexibility in terms of working hours.
- Results driven/orientated, and problem-solving skills.
- Willingness to learn and expand knowledge.
- Expert troubleshooting and incident resolution.
- Good coaching and training skills.DepartmentGlobal Delivery &
OperationsOrange Business manages and integrates the complexity of
international communications, freeing our customers to focus on the
strategic initiatives that drive their business. Our extensive
experience and knowledge in global communication solutions,
together with our understanding of multinational business and local
support in 166 countries and territories, ensure that our customers
receive a consistent, global solution wherever they do
business.
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Keywords: Orange SA, Palo Alto , Security Engineer - N2, Engineering , Palo Alto, California
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