Job Title

You’ve got opportunitiesOur team is customer focused, and we can be working on single or multiple projects at the same time. We believe in “Technical Excellence in Engineering” and we deliver world class solutions for our customers by recruiting and training the best to be part of our large multi-disciplined engineering practice.Location: India GurugramWeekly Hours: 40Salary: Level DWhat you’ll do:Perform the Customer facing role for security operational teams having knowledge & experience on security product and support on IT Security based services to a specified group of external global/corporate customersForm an integral part of 24x7 rota to provide security in-life supportProvide a high level of technical support to our customersTriage, Review, and implement standard security specific changes in line with Customer security policies and change control processesOwn complex customer issues and see them through to resolutionTake the initiative and advise our customers on how automation can enhance the stability and security of their solutionCollaborate and share knowledge with other Engineers and Administrators on the support floorDelivers service levels at a competitive cost point, accountable the technical and operational management budget and for the agreed financial metricsEnsure compliance to all legal, regulatory and security requirementsHold accountability for delivering cost transformation goals through process efficiencies, self-service, and automationEnsure that operational and technical teams are appropriately resourced to meet demand, contractual terms and deliver great customer service.Establish and mature governance processes, embedding quality and consistency across the team, ensuring events and incidents are logged and resolved in a timely manner, maximizing availability and right first time (RFT)Coach and develop team to promote upskilling and career developmentPromote and establish high levels of incident ownershipUse data literacy to ensure effective MI, service reporting and diagnosticBe passionate about technology and has a desire to constantly expand technical knowledgeBe detail-oriented in documenting information and able to own customer issues through resolutionBe able to handle multiple tasks and prioritize work under pressureDemonstrate sound problem-solving skills coupled with a desire to take on responsibilityHave broad knowledge of risks in Security market and industry best practiceHave broad technical understanding of diagnostic utilities, the service catalogue and BT Global solutions, networks, applications, and technologiesPossess a strong familiarity with key ITIL principlesHave strong problem-solving skills and adopt a logical approachPossess excellent written and verbal communication skills in EnglishHave expert knowledge of NGFW, UTM, automation, networking concepts and devicesHave experience of multiple security vendors (e.g. Palo Alto, F5, Cisco, Cisco FTD and Checkpoint) and/or hold relevant certificationsMinimum experience of 8+ yearsHave good knowledge of routing protocols, security concepts and public cloud platformsBe knowledgeable in the application of current and emerging network software and hardware technology and protocolsPossess extensive knowledge and experience in managing customer service with the ability to attain in-depth knowledge of customer needs and environmentHave a successful track record of managing & transforming service desksProvide subject matter expertise and industry best practice to drive self-service, automation, and efficienciesMaintain understanding of desk technical and configuration activities, processes, and practicesWhat’s in it for you?Competitive salary and on-target bonus planTraining and development opportunitiesCareer progression in BT Security and across BT with our internal development programmeAnnual leave as per the local country leave agreement.If interested, kindly share your CVs on smriti.pal@ with Subject line: Network security specialist - BT