Overall Role Purpose
C&W Network and Security Operations is responsible for the 3rd line support of a wide range of network and security products and services for Cable and Wireless’ external and internal customers. These products and services are based on state of the art hardware and software from multiple vendors, e.g. Cisco, Checkpoint, Nokia, Nortel, F5, Ipanema, Bluecoat, Arcsight, Aladdin, Juniper, Arbor, Barron McCann and others, utilizing a management infrastructure which is a combination of custom code, several middleware packages and proprietary applications.
The teams constant availability and ability to adapt to changing circumstances is crucial to the service offering.
Network & Security Engineers are responsible for the complete life cycle of the managed security and network appliances. Customer requirements for monitoring, administration, configuration, installation and maintenance must all be maintained to predefined standards and kept within our service level agreements. Engineers will be expected to troubleshoot and resolve network and security problems within a timely manner and provide quality customer support. Incidents may be detected or received from monitoring tools, or C&Ws service desks. Engineers will deal with escalations from the tier 1&2 engineers and provide tutoring and development plans for them.
This role is part of a service offering providing support to our customers 24 x 7 x 365 days per year.
Key Accountabilities
- 3rd line operational management using a common set of policies and procedures under an ITIL framework
- Service Operation: Complex incident & problem management, including root cause analysis.
- Service Transition: Complex changes, configuration management, release management, & lifecycle management.
- Service Design: Capacity management, security management, and operational readiness.
- Service Improvement: Quality management & assurance.
- Monitoring and responding to alerts from the vast array of security and network appliances and related management infrastructure.
- Monitoring and delegating work flow.
- Maintaining the Security and Network estate to current software revisions and patch levels.
- To meet or exceed our contracted SLAs.
- Communicate and translate technical details to customers in a clear and understandable manner.
- Lead customer installations and quality assurance.
- Lead training sessions
- Take ownership of escalations
- Mentoring and tutoring of tier 1&2 engineers
- Managing vendor relationships
- Evaluating products
- Working together with New Product Development in developing new products
- Participate in On-call rota
Technical Competencies (Skills and Experience)
Essential
- Ability to obtain full SC Security Clearance
- In-depth knowledge of IP networking, switching and routing
- In-depth knowledge of TCP/IP services
- Understanding of firewall techniques, application proxies and packet filtering systems.
- Understanding of how the Internet can be used by customers
- Able to use network tools for advanced trouble shooting
- Understanding of VPN systems, IPsec, IPtunnels, client software, encryption techniques
- Knowledge of system and network administration
- Scripting Knowledge
- In-depth knowledge the following
- Nokia/Checkpoint
- Cisco Pix/ASA
- Cisco Routers and Layer 2 and 3 Switches
- Customer Service
- Problem Solving
- Self-starter
- Good communicator
- Highly motivated
- Ability to take project ownership
- Ability to lead
- Ability to train and knowledge share with others
Desirable
- In-depth knowledge of Cisco IDS, Arcsight, Ipanema, Cisco WAAS, F5 BigIP
- Understanding of intrusion techniques
- Able to develop network tools for advanced trouble shooting
- Working knowledge of ITIL
- Working knowledge of BS 7799
- Familiar with access control equipment
- CISSP
- eBGP and iBGP, OSPF
- In-depth knowledge of Arbor Peakflow SP and Cisco Guards
- Experience in detecting and mitigating DDoS attacks
- Risk assessment and management
- Vendor certifications for the following
- Cisco CCNP CCSP CCNA
- Checkpoint CCSE
- F5 F5SE
- Arcsight ACSA ACIA
- Bluecoat Certified Administrator and Professional
