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