Sr. Customer Service Executive - Cloud & Security Network
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Description
Responsibilities
Requirements
- 3+ years of experience in IT Service Incident Management, Vendor Management
- Basic networking knowledge with minimum CCNA level certifications/skills
- Strong exposure to Network Security and in particular Network Access Control
- Should have knowledge of all or some of below tools to perform there job
- Splunk
- Esses
- Cisco ISE
- Cisco Prime NEs(Router, Switches, Wireless controller, (Firewalls, ACI Fabrics etc), Netrequest, Cyberark, Forescout (Enterprise manager appliances), Spectrum(monitoring), Dx Netops, Ansible, SPDW, MS Office, Service Now, Jira)
- Strong communications skills
- FSCA Certified or FSCA training minimum
- 1st Line of defence, handling issues through emails, Teams, creating incident audit trails, self-help digital FAQs
- Proactive Monitoring of NAC (Few examples: NAC switches and errors)
- Incident troubleshooting and management. Few Examples: (NAC errors resolution and fulfilling/supporting any NAC related misc request from Operations/Engg./fulfilment) using available Bx tool
- Manual NAC subnet reconciliation
- Manual Temporary/permanent (~600/1000 per year) whitelisting
- Monitoring of NAC Enforcements
- BAU - unblock NAC requests
- NAC accounts/access compliance audits managements(reports/dashboards/documentations)
- NAC Switch errors Reports NAC audit logs extractions
- Co-ordination with existing L1 Vodafone for retail branch NAC1 issues with L1 TCS for any NAC1/2 issues/incidents
- System account password rotation
- NAC Compliance checks, reports audit logs management (daily/weekly/monthly)
- Support the Bx teams doing automation for various NAC activities/monitoring
- After any development/automation signed-off by BX engg./N/w the deployment maintenance will be owned by L1/L2
Requirements