Manager, Firewall Support

Firewall Support Manager Location: Vadodara OfficeNumber of Position: Shift time: US shift time!  About VikingCloudVikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform™, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. Viking Cloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted.This PositionWe are seeking a highly skilled and experienced Firewall Support Manager to join our team. This position will be responsible for overseeing the implementation, configuration, and maintenance of the organization's firewall systems to ensure the security and integrity of the network. This role involves managing a team of Lead and support engineers, coordinating with other IT departments, and ensuring compliance with security policies and procedures. This role requires strong technical expertise, strategic thinking, excellent communication skills and strong team management skills.Key Responsibilities:

• Oversee the configuration, administration, and maintenance of firewall systems. 
• Ensure firewalls are updated with the latest security patches and firmware. 
• Monitor firewall performance and security logs to identify and mitigate potential threats. 
• Develop and implement Firewall systems strategies, policies and procedures to safeguard the company's systems, networks and data 
• Conduct regular assessments and audits to identify vulnerabilities and recommend corrective actions 
• Manage the deployment and maintenance of security tools, such as firewalls, intrusion detection/prevention systems and antivirus software 
• Monitor security logs and alerts for suspicious activities and respond to security incidents in a timely manner 
• Collaborate with cross-functional teams to integrate security best practices into software development lifecycle and infrastructure deployment processes 
• Stay up to date on emerging threats, vulnerabilities and security technologies to proactively mitigate risks 
• Provide guidance and support to internal teams on security-related matters, including incident response, data protection and access control 
• Conduct security awareness training and workshops for employees to promote a culture of security awareness and compliance 
• Liaise with external auditors, regulatory agencies and third-party vendors to ensure compliance with relevant standards and regulations 
• Prepare and present reports on cybersecurity metrics, incidents and compliance status to senior management and stakeholders 
• Lead the response to security incidents and breaches. 
• Coordinate with other IT teams to investigate and resolve security issues. 
• Develop and implement incident response plans 

Project Management

• Manage firewall-related projects, including upgrades, migrations, and new implementations. 
• Coordinate with vendors and service providers for firewall-related products and services. 
• Ensure projects are completed on time, within scope, and budget. 

Reporting and Documentation

• Generate regular reports on firewall performance, security incidents, and compliance status. 
• Maintain detailed documentation of firewall configurations, policies, and procedures. 
• Communicate security updates and status reports to senior management. 

Team Leadership

• Manage and mentor a team of firewall support engineers. 
• Assign tasks, provide technical guidance, and conduct performance reviews. 
• Develop training programs (in collaboration with offshore team)to enhance the team's skills and knowledge. 

• Improve customer satisfaction metric, through stable transparent service
• Deliver better than agreed customer SLAs. 

Continuous Improvement 

• Monitor and assist their team to meet individual metrics for Level 1 Support Engineer
• Identify and suggest process improvements as they arise.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements. 
• Assist the Manager on creating training needs 
• Work closely with the Quality Team: 
• Plan the required Trainings based on the feedback  
• Work closely with the Leads to develop improvement plan for the Team-members based on the feedback

Technical Skills 

• Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.
• Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark)
• Hands-on experience with Meraki and Fortinet firewalls. 
• Ability to effectively collaborate in a dynamic team environment.
• Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics.
• Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure.
• Work with the direct manager, other senior member of the team to develop firewall architectures, technologies, and quality assurance policies and procedures.

  Qualifications Education 

• Bachelor’s degree in computer science, Information Technology, or a related field. 
• Relevant certifications (e.g., CISSP, CISM, CEH) are highly desirable. 

Experience:

• Minimum of 7+ years of experience in firewall management and network security. 
• Proven experience in leading and managing a technical support team. 

Skills:

• In-depth knowledge of firewall technologies (e.g., Cisco, Palo Alto, Fortinet). 
• Strong understanding of network protocols, security architectures, and best practices. 
• Excellent problem-solving and analytical skills. 
• Strong communication and interpersonal skills. 
• Ability to manage multiple tasks and projects simultaneously 

 We are an Equal Opportunity Employer