Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while maintaining high-quality standards and customer satisfaction. This position involves leveraging expertise in Web Application Firewalls, Cisco ASA, and Palo Alto to analyze and resolve complex issues, mentor team members, and communicate effectively with business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Applying Expertise In Web Application Firewalls And Cisco Asa, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops), Maintaining Effective Documentation, And Facilitating Knowledge Sharing To Enhance Team Performance.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Standards While Actively Participating In Capacity Planning Activities.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Understand And Address Any Issues Faced, Utilizing Expertise In Palo Alto Technologies.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Reports To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements

1. Advanced Proficiency In Web Application Firewalls And Cisco Asa.
2. Solid Understanding Of Palo Alto Configurations And Management.
3. Experience In Incident Management And Sla Compliance.
4. Strong Analytical Skills For Performing Root Cause And Trend Analyses.
5. Excellent Communication And Mentoring Skills For Effective Stakeholder Engagement.

Other Requirements

Palo Alto, SASE Prisma, VPN