Understand the process and practices related to Support Templates and Standard Operating Procedures.
Take lead and drive critical incidents with team and vendors to reduce resolution time or provide workaround.
Extensive professional experience focused on Cisco products, with a strong proficiency in at least two additional products such as Aruba, Fortinet, or Palo Alto, providing an extra advantage....
Design, install, configure, and deliver infrastructure and platform solutions based on approved designs and statements of work
Build and deploy Linux environments (RHEL, Rocky Linux, Ubuntu), container platforms (Kubernetes, OpenShift), Azure and AWS infrastructure, and hybrid/on-premises solutions
Partner with Project Managers to deliver projects on scope, on schedule, and to company delivery standards...
Participate in incident triage by categorising and prioritising alerts based on severity and impact. Work with senior analysts to determine appropriate response actions.
Learn to operate and maintain security tools, such as intrusion detection systems (IDS), firewall logs, antivirus solutions, and endpoint detection and response (EDR) tools.
Assist in collecting, analysing, and interpreting security events and incidents data. Generate reports and dashboards for senior analysts and management....
Act as a Subject Matter Expert on IT Governance, Risk Management and Compliance (GRC) and related policies and procedures.
Support the review, maintenance and updating of documents to align with ISO 27001 and ISO 27701 requirements.
Regularly review and manage all ISPMS documentation, including all policies, procedures, and controls, to reflect any changes in compliance standards or organisational processes....
Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
Establish and adhere to customer support case management practices, including meeting defined SLAs....