Solutions Architect - Lead (TAC)

Ingram Micro; India; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Ingram Micro is seeking an experienced Senior Network Security Engineer in India to act as the top escalation point for Palo AltoNetworks issues, manage NGFW and Panorama, and support Prisma Access and SASE deployments.

You will analyze complex traces, mentor junior engineers, and contribute to Knowledge Base creation. Prior experience in 24x7 TAC or managed security services is valued.

Qualifications

• Extensive hands-on experience with Palo Alto Networks firewalls and Panorama administration.
• Deep knowledge of security policies, NAT, VPN (IPSec & GlobalProtect), URL filtering, Threat Prevention, and WildFire.
• Expertise in troubleshooting Layer 2/3 routing and security-related issues.
• Strong understanding of TCP/IP, BGP, OSPF, DNS, DHCP, NAT, and SSL/TLS.
• Experience with Prisma Access, SASE, and cloud security technologies.
• Knowledge of Cortex XDR/XSOAR/XSIAM is preferred.
• Hands-on experience with packet analysis tools (Wireshark).
• Familiarity with AWS, Azure, and Google Cloud platforms.

Responsibilities

• Act as the highest escalation point for complex Palo Alto Networks technical issues.
• Troubleshoot and resolve advanced issues related to Palo Alto NGFW and Panorama.
• Support and manage Prisma Access, Prisma SD-WAN, and SASE deployments.
• Investigate and resolve issues involving GlobalProtect VPN, SSL Decryption, WildFire, DNS Security, and Threat Prevention.
• Analyze packet captures, debug logs, crash files, and performance reports to determine root causes.
• Lead Severity 1 and business-critical incident management and resolution.
• Collaborate with Engineering and Product Support for bug investigations and escalations.
• Provide technical guidance and mentoring to L1, L2, and L3 support engineers.
• Develop Knowledge Base articles, troubleshooting guides, and best practices.
• Participate in customer calls, escalation bridges, and technical review meetings.
• Ensure adherence to SLA commitments and customer satisfaction goals.

Skills

Palo Alto firewalls

Panorama administration

VPN IPSec GlobalProtect

Prisma Access/SASE

Wireshark

TCP/IP/BGP/OSPF/DNS/DHCP

Cloud platforms (AWS/Azure/GCP)

REST APIs/Python/Ansible

Incident management

Customer communication

Tools

Wireshark

Python

Ansible

REST APIs

Job description

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Key Responsibilities

• Act as the highest escalation point for complex Palo Alto Networks technical issues.
• Troubleshoot and resolve advanced issues related to Palo Alto NGFW (PA-Series, VM-Series, CN-Series) and Panorama.
• Support and manage Prisma Access, Prisma SD-WAN, and SASE deployments.
• Investigate and resolve issues involving GlobalProtect VPN, SSL Decryption, WildFire, DNS Security, and Threat Prevention.
• Analyze packet captures, debug logs, crash files, and performance reports to determine root causes.
• Lead Severity 1 and business-critical incident management and resolution.
• Collaborate with Palo Alto Networks Engineering and Product Support teams for bug investigations and escalations.
• Provide technical guidance and mentoring to L1, L2, and L3 support engineers.
• Develop Knowledge Base articles, troubleshooting guides, and operational best practices.
• Participate in customer calls, escalation bridges, and technical review meetings.
• Ensure adherence to SLA commitments and customer satisfaction goals.

Required Skills

• Strong hands‑on experience with Palo Alto Networks firewalls and Panorama administration.
• Deep knowledge of Security Policies, NAT, VPN (IPSec & GlobalProtect), URL Filtering, Threat Prevention, and WildFire.
• Expertise in troubleshooting Layer 2, Layer 3, routing and security-related issues.
• Strong understanding of TCP/IP, BGP, OSPF, DNS, DHCP, NAT, and SSL/TLS.
• Experience with Prisma Access, SASE, and cloud security technologies.
• Knowledge of Cortex XDR, Cortex XSOAR, and Cortex XSIAM is preferred.
• Hands‑on experience with packet analysis tools such as Wireshark.
• Familiarity with public cloud platforms including AWS, Microsoft Azure, and Google Cloud.
• Experience with automation using REST APIs, Python, or Ansible is an added advantage.
• Strong customer communication, documentation, and troubleshooting skills.

Preferred Certifications

• Palo Alto Networks Certified Network Security Engineer (PCNSE)
• Palo Alto Networks Certified Cybersecurity Associate (PCCSA)
• Palo Alto Networks Prisma Access Certification
• Palo Alto Cortex Certifications (Preferred)
• CCNP Security
• CISSP
• AWS, Azure, or Google Cloud Security Certifications Preferred

Preferred Experience

• 8-12 years of experience in Network Security, TAC, or Cybersecurity Support environments.
• Minimum 5+ years of hands‑on experience supporting Palo Alto Networks technologies.
• Experience handling enterprise and global customer environments.
• Strong knowledge of security operations and incident management processes.
• Experience working in a 24x7 TAC or Managed Security Services environment.
• Excellent stakeholder management and customer-facing skills.
• Ability to mentor junior engineers and drive technical excellence within the team.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let’s shape tomorrow.