Job Description

Job Summary

Role Summary

We are looking for an experienced L3 Engineer and Operations Lead to manage and lead operations for Secure Service Edge (SSE) technologies, including Proxy, Cloud Firewall and ZTNA. The role requires strong technical expertise along with operational leadership across Incident, Change, and Problem Management, along with driving continuous improvement and reporting.

Key Responsibilities

Key Responsibilities

1. Technical Leadership (L3 Support)

• Act as L3 escalation point for Proxy ,Firewall, and ZTAN-related incidents.
• Troubleshoot complex issues across:

o Secure Web Gateway (SWG / Proxy)

o ZTNA / SSE platforms

o Firewall

• Perform root cause analysis (RCA) and provide permanent fixes.
• Work with OEM/vendor support for critical issues.

1. Operations Management

• Ensure SLA adherence and service availability.
• Manage L1/L2 teams and provide technical guidance.
• Define and improve operational processes and runbooks.

1. Incident , Change and Problem Management

• Drive resolution of P1/P2 incidents.
• Conduct post-incident reviews and RCA documentation.
• Identify recurring issues and drive problem records.

1. Reporting & Governance

• Prepare and present:

o Weekly/monthly operational reports

o SLA/KPI dashboards

o Incident and problem trends

• Provide insights and recommendations to leadership.
• Ensure compliance with audit and security requirements.

Skill Requirements

Required Skills & Experience

Technical Skills

• Strong experience in:

o Proxy solutions (e.g., Blue Coat, Cisco, Zscaler, Netskope)

o SSE platforms (SWG, ZTNA)

o Firewalls

• Good understanding of:

o Networking (TCP/IP, DNS, SSL, VPN)

o Cloud security concepts

o Identity & Access Management (IAM)

Other Requirements

ITSM & Process Skills

Strong experience in Incident, Change & Problem Management

Familiarity with ITIL framework.

Experience

• 8–12+ years of overall IT experience.
• Minimum 8+ years in SSE / Proxy / ZTNA/Firewall.