Sr. Customer Service Executive - Cloud & Security Network Operations

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