Security Managed Services Engineer (L2), Firewall – Palo Alto

Owasp10; Palo Alto (CA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Owasp10 seeks a capable IT/Security Operations professional to resolve incidents and requests within SLA, provide second-level support, and drive root-cause analysis. You will log and track changes, coordinate with CoE and vendors, and support automation efforts to reduce tickets.

The role requires ITIL familiarity, ServiceNow experience, and strong communication across cultures. A Bachelor’s in IT/Computing and CCNA are preferred, with security infrastructure exposure.

Qualifications

• Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNA certification is a must; CCNP in Security or PCNSE certification is good to have.
• Moderate level knowledge of ITIL processes.
• Moderate level experience with vendors and/or 3rd parties.
• Experience handling Security Infrastructure and managed services.

Responsibilities

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Updates tickets with resolution tasks performed.
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.
• Communicates with other teams and clients for extending support.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
• Works with automation teams for effort optimization and automating routine tasks.
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
• Identifies problems and errors before they impact a client’s service.
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting.
• Leads and manages all initial client escalation for operational issues.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• Ensures all changes are carried out with proper change approvals.
• Plans and executes approved maintenance activities.
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
• May also contribute to / support on project work as and when required.
• May work on implementing and delivering Disaster Recovery functions and tests.

Skills

Communication

Cross-cultural collaboration

Planning

Stays calm under pressure

Active listening

Adaptability

Client-focused

Education

Bachelor’s degree in IT/Computing

CCNA certification (must)

CCNP Security or PCNSE (nice to have)

Tools

ServiceNow

Job description

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Works with automation teams for effort optimization and automating routine tasks
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc
• Identifies problems and errors before they impact a client’s service
• Provides Assistance to L1 Security Engineers for better initial triage or troubleshooting
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• Ensures all changes are carried out with proper change approvals
• Plans and executes approved maintenance activities
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

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• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• Certifications relevant to services supported. Certifications carry additional weightage on the candidate’s qualification for the role
• CCNA certification in must, CCNP in Security or PCNSE certification is good to have.

Required Experience:

• Moderate level years of relevant managed services experience handling Security Infrastructure
• Moderate level knowledge in ticketing tools preferably Service Now
• Moderate level working knowledge of ITIL processes
• Moderate level experience working with vendors and/or 3rd parties

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