Orange Business Services
About the role
This is a technical support role, the successful candidate will be a technical expert and will develop a detailed understanding of their customer's global solution and all the managed security devices within it.
The role includes handling of escalated incidents and complex changes and provision reports which requires technical competence to a high level as well as close liaison with the customer, their service management, project management and other operational teams with Orange and across third-parties.
The successful candidate will need a mix of ability to troubleshoot a direct incident, coordinate across multiple teams,
interpret technical requirements into detailed change requests or class it as projects and make sense of alerting and capacity data.
In this role, the successful candidate will:
work in an ITIL Environment
Liaise closely with the cutomer including regular onsite visits
interlock effectively with Orange service managemnt and project management teams
manage crises and scalated incidents with second level support
handle problem management, root cause analyses and service improvement plans
assist in planning and implementation of complex changes and customer projects
support Firewall, Proxy, BIGIP (load Balancing and Web Acceleration), SIEM Tools and IDP install base and products
help define and coordinate customer sercuity incident repsonse procedures
provide regular reports regarding activity, performance and capacity on customer devices
bring forward design/configuration improvement ideas
maintain documentation within the CMDB
provide mentoring and training to extended teams as required
skills and attributes to include:
degree in computer science, communication or electronics
very good understanding of networking (TCP/IP, routing, switching)
very good understanding of security concepts & technologies
very good hands-on support of firewalls, proxy servers, load balancing, ArcSight/Splunk and intrusion prevention
very good understanding of IT security solutions
good Unix/Linux skills
proven support of security incident and event management solution
proven working experience with (at least 5 or more): firewalls (CheckPoint, Juniper), proxy servers (Bluecoat, Netcache), antivirus gateways (Trendmicro, BlueCoat ProxyAV), IDS & IDP (Cisco, Juniper), URL & content filtering software (Bluecoat, Symantec), application switches (BigIP), SIEM (ArcSight, Splunk).
proven working experience with F5 (Load Balancers and Web Accelerators)
relevant security certification (vendor certificates, CISSP, CEH)
initiative, self-motivation, ability to work under presuure with internal support teams and with the customer (on site when required)
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
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