Sr. Customer Service Executive - Cloud & Security Network Operations & Support

L1.5 Profile 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, Essas, 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

Required Skills

network operations center

fsca

802.1x

radius

aaa

policy configuration

mab

incident management

it service management