Security Engineer L2 - Orange SA : Job Details

About the RoleIncident ManagementTo manage customer issues and or requests relating to the security technologies according to Service Level Agreement and standard incident management processes. These technologies may includebut are not exhaustive to, Fortigate, Checkpoint, Juniper, ZScaler and BigIP.These issues could be raised by:

Customers themselves (Reactive Support)

Monitoring activities (Pro-active Support)

Level 1 service desk support team.Achieving and exceeding customer satisfaction remains the utmost goal.> Initiate Root Cause Analysis when total outages are resolved or upon management requests.> Regular reviews with Level 1 security support, Level 2 support and engineering teams for post-review incidents.Change Management> To handle change requests on customers' Security infrastructures & technologies with respect to the defined Service Level Agreement.> Change may be initiated following customer or internal requests.> Perform Risk Level Assessment together with related stakeholders on targeted change.> Participate in regular governance with the Change Advisory Board (CAB) to validate requests or not.About YouCustomer and Relationship Management> Provide appropriate solution, information or incident resolution actions to the customer or to Level 1 engineer.> Work closely with FR team (Release manager).> Regular follow-up with Level 3 teams.Case Management Follow-up and Resolution> Acknowledge incidents within agreed SLA.> Provide expert level technical support to ensure service delivery or service restoration.> Transfer/Relay cases to other support entities for either remote or on-site intervention.> Ensure that service level agreements are met for all requests delivery and incident resolution.> Proactive monitoring for systems and solutions to ensure service availability for customers. Detect events that may cause service interruption and take remedial actions.> Contribute to the handling and resolution of customer escalations.> Monitor tickets backlog on a daily basis and follow-through on incidents.Self-Development> Increase competency level via self-assessment and active participation in trainings.> Achieve relevant certification on products or technologies to better support the line of business.Understanding of Standards and Processes> Maintain and uphold Orange Business Services values.> Act as customer, process and tools champions.> Organize workshops for knowledge sharing and for the training of team members and Level 1 technicians.Working in Team> Provide live and direct support and advice to team members for case management or customer interface.> Contribute to team working by reporting any operational or customer related anomalies.> Provide coaching, assistance, support and training to team members for case management or customer interface.> Participate in customer calls.Transitioning of New Activities, Customers, Releases and Processes> Facilitate the integration of new customers.> Assist in the launch of new activities and/or technologies within the team.> Circulate/spread knowledge regarding new releases of supported products.> Publish new customer specific guidelines.DepartmentGlobal Delivery & OperationsOrange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities. #J-18808-Ljbffr