Job Description

1. Provide Level 2 onsite support for Palo Alto NGFW and Datacom network infrastructure.
2. Ensure timely incident resolution and service restoration within agreed SLAs.
3. Perform root-cause analysis and implement corrective and preventive actions.
4. Maintain accurate documentation of configurations, policies, network diagrams, and operational records.
5. Collaborate with Day #1, Cybersecurity, Service Management, and Vendor TAC teams to ensure seamless service delivery and knowledge transfer.
6. Troubleshoot and resolve security and network incidents involving Palo Alto firewalls (policy issues, NAT, VPN, IPSec, SSL VPN, Threat Prevention, URL Filtering, etc.).
7. Manage firewall rule reviews, policy optimization, log analysis, and security posture improvements.
8. Perform configuration updates, firmware upgrades, patching, and change implementations following ITIL processes.
9. Troubleshoot Datacom switching and routing issues including VLAN, STP, OSPF/BGP (where applicable), and campus network connectivity issues.
10. Conduct periodic health checks, capacity reviews, performance monitoring, and vulnerability assessments to prevent service disruption.
11. Support integration with authentication systems (e.g., AD/LDAP), endpoint security solutions, and other enterprise platforms where required.
12. Liaise with vendor TAC (Palo Alto, Datacom, and Huawei where applicable) for escalations and major incident handling.
13. Provide technical reports, update service tickets, and participate in operational review meetings.

Qualifications

1. Background in network security operations, managed services, or enterprise campus environments.
2. Minimum 3–5 years of hands-on experience managing Palo Alto firewalls (must have).
3. Strong knowledge of Datacom switching and routing technologies (must have).
4. Experience in firewall policy management, VPN configuration, log analysis, and security incident troubleshooting.
5. Huawei switching or campus network experience is advantageous but not mandatory (training and knowledge transfer can be provided).
6. Certifications preferred: Palo Alto PCNSE / PCNSA, CCNA / CCNP, Huawei HCIA / HCIP or equivalent.
7. Experience working within SLA-driven environments with strong incident management discipline.
8. Proven ability to resolve complex network/security incidents independently onsite.
9. Strong documentation, communication, and stakeholder engagement skills.