Care engineer for security products
Care engineer for security products
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Salary Not Disclosed
1 Vacancy
Job Description
Responsibilities:
- Customer case handling End customers and as well as Internal Customers.
- Provides support leadership and guidance during Customer escalations and emergencies keeping customer Service Level Agreements (SLAs) in mind.
- Analyses and finds root causes of product issues by understanding logs metrics pcap files and customer scenarios.
- Works on installing reproducing and fixing product issues.
- Engages and coordinates with the R&D Product team (SMEs) to come up with solutions.
- Conduct the Baseline Verification Test (BVT) and Support. BVT is basically a subset of Acceptance Test Procedure (ATP) to provide a quick health check of the system and followed by a Care Handover if the system is healthy.
- Engages and coordinates with external parties like Insta/Infoblox/Clavister/PaloAlto team as appropriate.
- Drives develops and maintains 3LS maintenance and support processes for bestinclass product support.
- Root cause investigation in line with SLAs under Problem Management Process.
- Undertake CARE readiness activities for handover of new customer production instances / deployments from project team.
- Liaising and collaborating with Client CARE/R&D and project teams as required.
- Provide recommendations on information needed from customers to assist with the investigation / troubleshooting of customer issue. Provide updates to customer Teams through prompt trouble ticketing updates explaining the progress of the investigation and steps towards resolution.
- Liaising with R&D/4LS teams to ensure any bugfix or release has been fully tested prior to release to the customer.
- Provision of a single phone number to contact oncall engineer (this number must route to oncall engineer).
Requirements:
- Customer Global CARE services provide Level3 technical support for the Security domain products of client.
- Products that require support include.
a) Client Certificate Manager (NCM).
b) Client Certificate Lifecycle Manager (NCLM). - The Client Global CARE Level 3 Support(3LS) team is accountable for the 24 x 7 inlife proactive/reactive maintenance to the Client Customers.
- Experience in Troubleshooting customer issues in production environments Care (any Level3 technical support) process Customer ticket handling Emergency outages kind of situations Support with Minimum 4 years in service support environment with specific emphasis on Case Handling.
- Experience in working on Unix/Linux Operating Systems.
- Experience in using K8S cluster Helm charts.
- Knowledge in Cloud Native Containerization Docker.
- Preferred Good understanding of Security products (Certificate Management).
- Care Support for Netguard Certificate Manager (NCM) Netguard Certificate Lifecycle Manager (NCLM) products nonoutage during Customer business hours and emergency service during nonbusiness hours to the Customer by providing the following services:
- Level 3 Support.
- Incident resolution in line with SLAs under Case/Incident Management Process.
- Track any defects associated with Customer reported issues.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
