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    senior manager - São Paulo, Brasil - HCLTech

    HCLTech
    HCLTech São Paulo, Brasil

    há 4 horas

    Default job background
    Descrição

    Responsibilities :

    ‌

  • Handling tickets / Incidents via Service Now platform
  • Lead technical incident calls as a SME
  • Troubleshooting and providing break fix support to technical issues
  • Perform root cause analysis of raised issues
  • Defining process improvements and ensuring that the processes are adhered to
  • Take shared ownership of resolving issues in a SLA driven environment
  • Mentoring / training team members as a SME
  • Testing and auditing as required from time to time
  • Improves and maintains customer and employee satisfaction
  • Work as part of a Follow the Sun support global support model

    • ‌

    Technology Knowledge

  • Firepower/FMC/ASA- Cisco (IPSEC/SSL VPN, GRE, ACL, MPLS, WAN)
  • Cisco ISE
  • Cisco Meraki
  • Load Balancer - F5 LTM/APM and WAF
  • SD-WAN experience a plus

    • Qualifications

    ‌

  • Min 8+ years of Network Engineer experience supporting global network infrastructures
  • Experience in working as part of a global support (follow the sun) model
  • Cisco CCNP/CCIE and other industry standard networking certifications
  • Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.
  • Expert level knowledge of troubleshooting, implementing, optimizing and testing of security technologies including VPN IPSEC/SSL, GRE and Load balancing
  • Expert level of Knowledge for FTD/ASA packet capture and packet tracer analyses.
  • Expert level for Wireshark and debugging reading skills.
  • Extensive hands-on experience with:
  • Cisco Firepower, ASA product families
  • Cisco ISE
  • VPN IPSEC/SSL, GRE technologies and firewall policies
  • F5 Load balancers LTM/APM and WAF
  • Cisco SD-WAN experience a plus

    • Soft Skills

    ‌

  • Excellent verbal and written communication skills (English)
  • Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other parties
  • Excellent customer handling skills
  • Ability to handle high pressure situations
  • Can drive HCL's value and its methodology

    • Certifications

  • CCIE
  • CCIE Security
  • F5-CSE
  • ENSDWI certification
  • ITIL v4
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