Job Description
Role Details:
Job Title
Technical Specialist Engineer (Network Security)
Location
Leeds
Role Purpose:
To maintaining the smooth operation of all aspects of customers' hosted infrastructure. Essentially a support role, the core activities include customer liaison, diagnosis and resolution of Incidents, investigation into recurring issues, planning and implementing of change and offering technical advice to customers.
Key Accountabilities:
1. Work to defined SLAs & KPIs.
2. Operational management using a common set of policies and procedures under an ITIL framework
3. Service Operation: Complex incident & problem management, including root cause analysis
4. Service Transition: Complex changes, configuration management, release management
5. Provide an escalation path for engineering/support colleagues
6. Maintain accurate records and logs of incidents via ticketing systems.
7. Assist in creating new processes & procedures for new hardware, O/S, product variants
8. Create LWI's for new hardware, O/S, product variants
9. Coach and mentor other members of the support team (including Technical Operations), share technical and customer knowledge in a helpful and timely fashion. Document and/or develop and deliver technical briefings or coaching sessions for colleagues
10. Developing and working towards gaining industry recognised certification in the core products supported in addition to developing other technical and interpersonal skills
11. Raising vendor fault tickets, managing the replacement and return of failed device with hardware suppliers
12. Where appropriate attend customer meetings in support of our Service Management community.
13. Work with the implementation & solution design teams to transition newly commissioned solutions into support
14. Ensure that all actions resulting from root cause investigations are followed up and implemented within agreed timescales and SLAs
15. Ensure all equipment in the Security & Networks product portfolio is installed and supported to Cable&Wireless standards
16. Close engagement with the Hosting Platform teams, Product Management, Implementation, Suppler Management and Technical Communities
17. Ensure all devices where appropriate are backed up and recoverable from backups
Key Accountabilities:
1. Work to defined SLAs & KPIs.
2. Operational management using a common set of policies and procedures under an ITIL framework
3. Service Operation: Complex incident & problem management, including root cause analysis
4. Service Transition: Complex changes, configuration management, release management
5. Provide an escalation path for engineering/support colleagues
6. Maintain accurate records and logs of incidents via ticketing systems.
7. Assist in creating new processes & procedures for new hardware, O/S, product variants
8. Create LWI's for new hardware, O/S, product variants
9. Coach and mentor other members of the support team (including Technical Operations), share technical and customer knowledge in a helpful and timely fashion. Document and/or develop and deliver technical briefings or coaching sessions for colleagues
10. Developing and working towards gaining industry recognised certification in the core products supported in addition to developing other technical and interpersonal skills
11. Raising vendor fault tickets, managing the replacement and return of failed device with hardware suppliers
12. Where appropriate attend customer meetings in support of our Service Management community.
13. Work with the implementation & solution design teams to transition newly commissioned solutions into support
14. Ensure that all actions resulting from root cause investigations are followed up and implemented within agreed timescales and SLAs
15. Ensure all equipment in the Security & Networks product portfolio is installed and supported to Cable&Wireless standards
16. Close engagement with the Hosting Platform teams, Product Management, Implementation, Suppler Management and Technical Communities
17. Ensure all devices where appropriate are backed up and recoverable from backups
Functional/Technical Competence:
Essential
- In-depth knowledge of IP networking, switching and routing
- In-depth knowledge of TCP/IP services
- Understanding of firewall techniques, application proxies and packet filtering systems.
- Understanding of how the Internet can be used by customers
- Able to use network tools for advanced trouble shooting
- Understanding of VPN systems, IPsec, IP tunnels, client software, encryption techniques
- Knowledge of system and network administration
- Scripting Knowledge
- Strong capability with Nokia/Checkpoint Firewall
- Strong capability with Cisco Pix/ASA Firewall
- Cisco Layer 2 and 3 Switches, IOS, CatOS & Nexos
- Experience in escalation of incidents to, and in driving incident resolution with, technology vendors
Desirable
- Working knowledge of F5 BigIP - LTM, GTM, ASM
- Working knowledge of Ipanema and/or Cisco WAAS
- Understanding of intrusion techniques
- Able to develop network tools for advanced trouble shooting
- Working knowledge of ITIL
- Working knowledge of BS 7799
- Familiar with access control equipment
- Experience with routing protocols - eBGP and iBGP, OSPF
Cable & Wireless Plc -
9 months ago
