The Senior Engineer – Tier 3 will act as a technical escalation for security engineers in the Operations Center and provide technical support to all current end-users in a 24×7 environment. The Senior Engineer will be responsible for analyzing and diagnosing issues escalated from Security Engineers and Technical Support. You will perform an initial review and investigation of these issues and will perform root cause analysis, determine areas of interest, and narrow the focus of the investigation. This position develops and maintains utilities to facilitate and improve investigations and provide knowledge and tools to the Security Engineer and Technical Support staff to assist with their efforts. The Senior Engineer will also work with members of the Engineering team by assisting them with reproducing issues, isolating problems and understanding how customers have deployed and used InterVision’s products and technology.
JOB DUTIES
· Serves as technical escalation point of contact for Operations Center.
· Analyze and troubleshoot complex security issues and escalate issues accordingly.
· Respond to security escalations, diagnosis and provide analysis for resolution with in SLA’s.
· Report any major outages to OC Manager or delegate.
· Interface directly with customer(s) to resolve security events.
· Owner of SLA (tickets) – Ensure that customer SLA commitments are met for both Incident Management and Change Management.
· Resolve technical issues within scope of guidelines and escalate issues according to procedural documentation and training.
· Approaches a complex task or problem by breaking it down and weighing the costs, benefits, risks, and chances for success.
· Drives all escalated issues towards Irreversible Corrective Action (ICA).
· Lead, mentor and train Engineers on Network, Voice and Security technologies and troubleshooting methodology.
· Delivers quality products and/or services that improve the client experience.
· Assist with crisis response as directed by crisis management procedures including coordination of bridge calls, notifying management, coordination with vendors, and coordination with customers, documentation of events and response, and participation in problem resolution.
· Product understanding: Advanced knowledge and understanding of one or more of the following: Voice, Network and Security Technologies.
· Provide information, analysis and reports required and requested by the OC Manager.
· Continually update skills through vendor certifications on emerging technologies and InterVision product offerings.
· Enthusiastically meet or exceed performance metrics as set forth by management.
· Interface effectively with all InterVision employees, customers, and vendors.
· Maintain a high level of professionalism and integrity.
· Actively participate in mandatory meetings, training sessions, and projects.
· Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.
REQUIRED QUALIFICATIONS
· 5+ years experience acting as an escalation point for technical resources.
· 5+ Years experience supporting SIEM, IDS/IPS, Anti-Virus, Anti-Malware, DLP, Network or System Monitoring Tools, Next Generation Firewalls,
· 8+ years of Customer Service Experience
· Preferred Certifications: CISSP, CISA, GCIH, CCSA, CCSE, Security+
· 4 year degree preferred
· Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
· Understanding of TCP/IP, Routing, Switching, and other networking functionality.
· Understanding of security logging, audit logging, and event logging.
· Understanding of and ability to perform and interpret vulnerability assessments.
· Ability to troubleshoot security issues and assist with incident response and forensic investigations.
· Review security logs to identify risks, security threats, or configuration errors.
· Advanced knowledge and proficiency troubleshooting and configuring firewalls.
· Advanced knowledge and proficiency troubleshooting and configuring VPN, IPSEC and GRE tunnels.
· Advanced knowledge and proficiency working with Layer 3 IPVPN or MPLS networks.
· Advanced knowledge and proficiency working directly with Clients to achieve superior Client satisfaction.
· Advanced Knowledge and proficiency coordinating multiple projects.
Job Type: Full-time
Salary: ₹10,160.94 – ₹68,977.99 per month
Schedule:
Ability to commute/relocate:
Experience: