Technical Support Representative-Security Analyst

Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

Your Role and Responsibilities
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.
Your Role and Responsibilities:

As a Network Security Engineer, you are expected to work on Networking products or solutions based on any vendor hardware /vendor operating system software (Vendor agnostic) with little or minimum support from superiors. E.g. include: Skills on WAF/Firewall/ Routers/Switches/ Load balancer/IPS/IDS. Typical examples of the other deliverables would be of deploying, managing and implementing networking solutions to address client business requirements. You will need to visit the domestic client’s offices /data centres on a daily basis or on an as-needed basis as part of this role.

Responsibilities

• Provide technical inputs for monthly customer service review reports and creation of Service Improvement Plans
• Monitor the queue and maintain regular updates on the Tickets as per agreed timeline, providing the detailed closure summary on the tickets.
• Knowledge and experience in Incident, Change, Problem, Service request and Configuration Management Processes
• Manage, monitor, resolve (remotely / with OEM / with field team support) and report all network equipment related problems deployed at various client locations across India
• Prepare daily report on incidents and publish the same.
• Ensure process compliance, adherence & improvement.
• Analyzing the measurements and escalating for any abnormality observed.
• Ready to work on 24/7 shifts to support client requirement.

Required Technical and Professional Expertise

• 2+ years of exp candidate with firewall exp OR NW switching with knowledge on WAF
• Troubleshooting WAF Firewall, load balancers, etc Network Security Devices and technologies.
• Good understanding on – WAF Firewall: Checkpoint, Palo Alto, Juniper and IPS, TCP/IP, web protocols and networking concepts
• Implementation and troubleshooting Site to Site VPN (IPSEC VPN).
• F5 Load Balancers Citrix Netscaler and WAF knowledge and working experience would be added advantage.
• Assist is creation of Root Cause analysis (RCA) with Level 2 and Level 3 engineers
• Performance tuning of WAF, Firewall etc Network devices
• Work Location is Nagpur

Preferred Technical and Professional Expertise

• Up-to-date technical knowledge by attending educational workshops, reviewing publications
• One or more security certifications: CEH, Security+, GSEC, GCIH, OEM Certification Cisco, F5, Imperva etc

Key Job Details
Role:Technical Support Representative-Security Analyst Location:Mumbai, IN Category:Infrastructure & Technology Employment Type:Full-Time Travel Required:No Travel Contract Type:Regular Company:(0063) IBM India Private Limited Req ID:742142BR