Telecommunication
– To pro-actively investigate, analyse, and diagnose issues through thorough examination of
the data collation and tool sets provided for analysis.
– Undertake or support rapid restoration of services within service level agreement (and prior
to critical Service failure or Security breach when possible)
– Take an overall pro-active responsibility for the technical support of issues arising within a
customer SDWAN/SASE environment, working with associated Service Desks to ensure the
correct action for an incident is taken and posted to the correct resolving agency (with
necessary diagnostics / impact assessments)
– To investigate and resolve problems identified using pro-active (management / monitoring)
tools – where possible before critical Services are impacted, or security breaches occur.
– Ensure that incidents are escalated accordingly when necessary, and in line with agreed
service level agreements.
– Develop / follow documented and agreed business processes / procedures in the event of a
fault or Security incident
– Identify and highlight any deficiencies in the business processes / procedures, offering
recommendations and undertaking any corrective action if/when approved.
– Ensure that all alerts/events generated are investigated and are effectively communicated in
accordance with the agreed operational procedure.
– Investigate and analyse complex incidents / problems and engage with the 3 rd /4 th line
engineering (or appropriate design authority) resource where necessary
– Assist with analysis of the root cause of faults and the production of subsequent detailed
RCA reports
– Engaging with Design functions or Customers to remedy/rectify any discrepancies found
during monitoring or troubleshooting.
– Engaging with Vendors / partners to ensure faults are remedied within agreed timeframes
and in-line with contracted SLA’s.
– Participate and support in a shift team rota if applicable
– Become an expert in multi-vendor SD-WAN/SASE technologies
– Completion of in-life changes to the service (adhering to change-management process) ,
validating and ensuring changes will have no impact to the service or security posture of the
solution or the policy compliance.
– Provide feedback, assistance, and guidance from a technological and process perspective to
enhance and improve customer experience.
Core competencies, knowledge, and experience:
Essential
– Proven expertise/experience in Security technologies
– Knowledge of multi-vendor SD-WAN and Firewall configuration
– Knowledge of SASE security functions. SWG, CASB, FWaaS, ZTNA
– Strong understanding of Network technologies (SD-WAN, MPLS, Internet, TCP/UDP)
– Can demonstrate an understanding of Cyber Defence best practices.
– Positive team player attitude, ability to collaboratively address any complex issues.
– Strong communication and presentation skills
– Excellent Customer relations skills
– Good problem-solving skills.
Desirable
– Vendor specific Security qualifications (e.g., NSE4-7, CCNP Security)
– Knowledge of both Mobile and Fixed Networks
– Knowledge of Cloud Computing (AWS, Azure)
– Security and IT qualifications (e.g., Security+,ITILv3, CISSP,CISA,CISM,CCSP)
– Understanding of SW Development, DevOps, and API methodology.
– German knowledge B2/C1
– Experience in working under pressure
Must have technical / professional qualifications:
– Relevant University degree in Networking, Computer Science, or a related field.
– Knowledge and understanding of the enterprise technology market.
– Experience of working in a support role for telecoms/networking or security services,
preferably gained in an international environment/global context.
