3rd Line Security Engineer

Job Description

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About the role

To manage and administer security technologies for BT and its Global customers.
Provide Level 3 technical support on Security Technologies like Firewalls, Proxies, load balancer, Cloud security. Provide escalation support and liaising with customer representatives or vendors and supporting/directing other support staff where appropriate. On-boarding of new product to operation team and taking contract ownership. Position is based out of Gurgaon‘s Global Security Operational Centre.

What you’ll be doing

Form an integral part of 24*7 rota to provide security in-life support
Work on complex incidents, problems and changes within the Operational environment.
Provide level 3 operational support and own the high priority incident while maintaining the agreed SLA.
Be the technology SME for specialised product as per contract or business need
Be the Contract SME obtaining full infrastructure, tools and process knowledge.
Be the Single point of Contact for design or contract team for any operation query or escalation support
Contribute to new Product launch and technical evaluation for managed security services
Provide escalation support to team members including first and second line of defence.
New customer on-boarding and Acceptance into Service of new product for existing customers.
Root cause analysis and building PIR as and when required
Provide customer technical advisory services in support of new BT Security Service. Working with the customer and account teams in the technical data requirements capture phase.
Provide consultancy and support in Vulnerability management, IOS upgrades and policy management.
Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.
Provide leadership and training to technical support staff including mentoring of 2nd line to improve diagnostic skills and quality of incident management

Essential Skills / Experience

Mandatory: Hands-on experience in operation and management of security infrastructure.
Handle complex incidents, problems, and changes within the operational environment.
Provide level 3 operational support and take ownership of high-priority incidents, ensuring SLAs are met.
Act as the SME (Subject Matter Expert) for specialized products, as per contract/business needs.
Serve as the single point of contact for any operational queries or escalation support.
Contribute to new product launches and technical evaluations for managed security services.
Implementation and operation support experience on F5 LTM,GTM, ASM,AFM
Zscaler, Prisma Access implementation and support
6+ years of troubleshooting experience with the following products/technologies:
Next-gen Firewalls (Cisco Firepower/FTD, Fortinet Virtual/Appliance)
IPS, Web Application Firewalls
Loadbalancers (F5 LTM/GTM, NetScaler, F5 WAF)
Understanding of Identity and Access management solution like Forescout, Beyond trust, Okta, CyberArk, Cisco ISE
Knowledge of SDWAN will be an added advantage
Ability to provide Tier 3 support and manage complex and escalated tickets
Knowledge of Cyber Security domains will be an added advantage
Stakeholder management and ability to work under pressure
Effective oral and written communication

Experience you would be expected to have
Experience of working in a global security operation environment, ticketing-tools like remedy, Service Now and exposure to ITIL processes in context of service operations is a plus
Minimum professional level certification in Cisco CCNP Security, CCIE Security , Palo Alto PCNSA, PCNSE, Prisma Access.
Professional Qualification such as B.E./B.Tech/MCA
Diploma in a relevant field is Acceptable

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.