Senior L3 Security Support Engineer
- القاهرة
- دائم
- دوام كامل
- Provide L3 support for issues reported from L2 for multiple technologies, and act as a technical escalation point.
- To coordinate directly with the vendors when needed to achieve fault resolution within SLA definitions.
- To coordinate with the engineering team on the validation of new releases.
- Act as a point of reference for both Technical and Processes inquiries from other team members or external customers.
- Act as a coach/mentor for both his team and other teams like Service Operations Teams and Change & Release management teams, prepare training material, arrange for training premises and aids and provide training sessions
- Provide next level technical support for Level 2 Engineers.
- Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
- Perform SIPs actions managed by senior engineers and update the action plan of the SIP
- Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
- To have view on team vision in order to apply it on day2day activity scope
- Communicate to managers areas of improvements and process gaps
- Keep managers updated regarding escalated/critical issues
- Lead on-boarding plan for new comers ( follow up on their knowledge growth, access creation, weakness points ,,,etc )
- Contribute in customers handover specially for customer with special process/solutions
- Perform any additional tasks that will be assigned by the team manager
- At least 7 years of professional experience.
- At least 5 years of IT/Network security support technical experience.
- Very good understanding of network security technologies
- Excellent understanding of IT & networking fundamentals
- Excellent phone business communication & facilitation skills
- Good understanding of the mobility and managed authentication services
- Good understanding of ITIL incident & change management processes.
- B.Sc degree in computer, communication or electronics engineering.
- Fluency in English both Written and spoken
- Very good communications Skills
- Certification in CCNP Security, PCNSE, CISSP
- Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc ...)
- Fluency in French both written and Spoken