Frontline CoE Senior expert

University degree in Computer Science with comparable practical experience 

Eg:  B. Tech/ BE/ M.Sc./MCA / B.Sc 

Approx. 12+ years of experience in IT operations in Network and Network Security  and Major Incident Management Processes ( Mandatory ITIL V3/V4 Foundation certification and preferably ITIL Intermediate  certifications)

10  Years of Experience in Firewall /WAN/ DC LAN/Cisco ISE/LAN/LB/Server/Application  Ops.

CCNP / Network- Network Security Certifications.

Knowledge on Python & Powershell will be additional advantage.

Compliance  & Framework : Risk Assessment Procedure.

unctional Demonstrates ability to analyze incident impact and take appropriate actions to mitigate or resolve the impact across multiple customer sites to enhance the availability and performance. Experienced in developing process and knowledge base improvements Proven ability in maintaining and developing tools and resources to manage major incidents effectively Demonstrates ability to develop reusable solutions and workarounds that are innovative Breadth of knowledge covers internal/external and customer business functions, vendors, competitors, and customer priorities Ability to relate risks and challenges to operational priorities Maintains compliance with administrative, security, and documentation policies Technical (e.g. Coding (Java), Testing (Unit)) Strong technical competencies resulting from previous working experience at expert level within in IT operations in Network and Network Security and Major Incident Management Processes Good Experience in Firewall /WAN/SDWAN/ DC LAN/Cisco ISE/LAN/LB Operations Experience of Web Services and/Cloud Platform Knowledge in Server OS platforms Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…) Knowledge about various software development methodologies, tools and databases Knowledge about business applications /services in multiple domains. Roles/Responsibilities Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle in Network – Network Security services areas. Strong leadership presence on Major Incidents, driving accountability across all levels of Technical resolvers and have Technical Leadership to guide technical teams for resolutions of issues. Drive collaboration of multiple technology skill sets via technical bridges . Authoritatively and confidently guide Major Priority One incidents to resolution; to make decisions on under pressing circumstances, that may have production impacting implications. Provide updates in line with the agreed communications processes. Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners. Must be able to multitask in a stressful environment. Support RCA’s being created when necessary and work with the Problem Management team to help drive the technical teams and ensure any actions are completed. Ensure all information for the (Major Incident Report)MIR is available and identify the key participants in the RCA kick off calls. Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process. Manage the operational support and oversee remediation activities with designated extended managed service providers. Creates incident related performance analysis and reporting for review by IT management. Performs other work related duties as assigned. Helping to create business aligned support of the Incident Management process. Develops process and procedures that ensure Incident Management process is continuously improving. Experience with the ITSM ticketing tools such as Remedy/Service Now/HPSM for incident/ticket logging, updates & resolution.