Lead I - Cloud Infrastructure Services

Role Proficiency:

Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchical or Lateral) to junior associates

Outcomes:

1. 1) Update SOP with updated troubleshooting instructions and process changes2) Mentor new team members in understanding customer infrastructure and processes3) Perform analysis for driving incident reduction4) Escalate high priority incidents to customer and organization stakeholders for quicker resolution5) Contribute to planning and successful migration of platforms 6) Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution7) Provide inputs for root cause analysis after major incidents to define preventive and corrective actions

Measures of Outcomes:

1. 1) SLA Adherence2) Time bound resolution of elevated tickets - OLA3) Manage ticket backlog timelines - OLA4) Adhere to defined process - Number of NCs in internal/external Audits5) Number of KB articles created6) Number of incidents and change ticket handled 7) Number of elevated tickets resolved8) Number of successful change tickets9) % Completion of all mandatory training requirements

Outputs Expected:

Resolution:

1. Understand Priority and Severity based on ITIL practice
   resolve trouble ticket within agreed resolution SLA
2. Execute change control tickets as documented in implementation plan

Troubleshooting:

1. Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference.
2. Covert the new steps to KB article
3. Perform logical/analytical troubleshooting

Escalation/Elevation:

1. Escalate within organization/customer peer in case of resolution delay.
2. Understand OLA between delivery layers (L1
   L2L3 etc)adhere to OLA.
3. Elevate to next level
   work on elevated tickets from L1

Tickets Backlog/Resolution:

1. Follow up on tickets based on agreed timelines
   manage ticket backlogs/last activity as per defined process.
2. Resolve incidents and SRs within agreed timelines.
3. Execute change tickets for infrastructure

Installation:

1. Install and configure tools
   software and patches

Runbook/KB:

1. Update KB with new findings
2. Document and record troubleshooting steps as knowledge base

Collaboration:

1. Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower.
2. Collaborate with other team members for timely resolution of tickets.
3. Actively participate in team/organization-wide initiatives.
4. Co-ordinate with UST ISMS teams for resolving connectivity related issues.

Stakeholder Management:

1. Lead the customer calls and vendor calls.
2. Organize meeting with different stake holders.
3. Take ownership for function's internal communications and related change management.

Strategic:

1. Define the strategy on data management
   policy management and data retention management.
2. Support definition of the IT strategy for the function's relevant scope and be accountable for ensuring the strategy is tracked
   benchmarked and updated for the area owned.

Process Adherence:

1. Thorough understanding of organization and customer defined process.
2. Suggest process improvements and CSI ideas.
3. Adhere to organization' s policies and business conduct.

Process/efficiency Improvement:

1. Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions.
2. Take accountability for overall productivity efforts within the function
   including coordination of function specific tasks and close collaboration with Finance.

Process Implementation:

1. Coordinate and monitor IT process implementation within the function

Compliance:

1. Support information governance activities and audit preparations within the function.
2. Act as a function SPOC for IT audits in local sites (incl. preparation
   interface to local organizationmitigation of findings etc.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description.
3. Coordination Support for CSI across all services in CIS and beyond.

Training:

1. On time completion of all mandatory training requirements of organization and customer.
2. Provide On floor training and one to one mentorship for new joiners.
3. Complete certification of respective career paths.

Performance Management:

1. Update FAST Goals in NorthStar
   trackreport and seek continues feedback from peers and manager.
2. Set goals for team members and mentees and provide feedback
3. Assist new team members to understand the customer environment

Skill Examples:

1. 1) Good communication skills (Written verbal and email etiquette) to interact with different teams and customers. 2) Modify / Create runbooks based on suggested changes from juniors or newly identified steps3) Ability to work on an elevated server ticket and solve4) Networking:a. Trouble shooting skills in static and Dynamic routing protocolsb. Should be capable of running netflow analyzers in different product lines5) Server:a. Skills in installing and configuring active directory DNS DHCP DFS IIS patch managementb. Excellent troubleshooting skills in various technologies like AD replication DNS issues etc.c. Skills in managing high availability solutions like failover clustering Vmware clustering etc.6) Storage and Back up:a. Ability to give recommendations to customers. Perform Storage & backup enhancements. Perform change management.b. Skilled in in core fabric technology Storage design and implementation. Hands on experience on backup and storage Command Line Interfacesc. Perform Hardware upgrades firmware upgrades Vulnerability remediation storage and backup commissioning and de-commissioning replication setup and management.d. Skilled in server Network and virtualization technologies. Integration of virtualization storage and backup technologiese. Review the technical diagrams architecture diagrams and modify the SOP and documentations based on business requirements.f. Ability to perform the ITSM functions for storage & backup team and review the quality of ITSM process followed by the team.7) Cloud:a. Skilled in any one of the cloud technologies - AWS Azure GCP.8) Tools:a. Skilled in administration and configuration of monitoring tools like CA UIM SCOM Solarwinds Nagios ServiceNow etcb. Skilled in SQL scriptingc. Skilled in building Custom Reports on Availability and performance of IT infrastructure building based on the customer requirements9) Monitoring:a. Skills in monitoring of infrastructure and application components10) Database:a. Data modeling and database design Database schema creation and managementb. Identify the data integrity violations so that only accurate and appropriate data is entered and maintained.c. Backup and recoveryd. Web-specific tech expertise for e-Biz Cloud etc. Examples of this type of technology include XML CGI Java Ruby firewalls SSL and so on.e. Migrating database instances to new hardware and new versions of software from on premise to cloud based databases and vice versa.11) Quality Analysis: a. Ability to drive service excellence and continuous improvement within the framework defined by IT Operations

Knowledge Examples:

1) Good understanding of customer infrastructure and related CIs.

1. 2) ITIL Foundation certification3) Thorough hardware knowledge 4) Basic understanding of capacity planning5) Basic understanding of storage and backup6) Networking:a. Hands-on experience in Routers and switches and Firewallsb. Should have minimum knowledge and hands-on with BGPc. Good understanding in Load balancers and WAN optimizersd. Advance back and restore knowledge in backup tools7) Server:a. Basic to intermediate powershell / BASH/Python scripting knowledge and demonstrated experience in script based tasksb. Knowledge of AD group policy management group policy tools and troubleshooting GPO sc. Basic AD object creation DNS concepts DHCP DFSd. Knowledge with tools like SCCM SCOM administration8) Storage and Backup:a. Subject Matter Expert in any of the Storage & Backup technology9) Tools:a. Proficient in the understanding and troubleshooting of Windows and Linux family of operating systems10) Monitoring:a. Strong knowledge in ITIL process and functions11) Database:a. Knowledge in general database management b. Knowledge in OS System and networking skills

Additional Comments:

Job Description: WAF Engineer This role will play a critical role in enhancing our Web Application Firewall (WAF) across multiple solutions and applications and will be pivotal in crafting, testing, and implementing advanced WAF solutions. This role requires in depth knowledge across multiple platforms to be able to assess capabilities and ensure consistent coverage across platforms. It will involve a strong focus on WAF tuning via detailed log analysis, false positive detection and mitigation, and making tuning and configuration recommendations. The ideal candidate will have experience in SOC for in-depth log analysis and have previously worked with the Akamai platform, although working with at least two major WAF vendors such as F5, AWS, GCP, is also key. The successful candidate will monitor and review tuning requests, proactively assist with identifying false positives and provide expert recommendations to ensure optimal protection and performance. This will require staying up to date with the latest web security threats and platform enhancements. Key Responsibilities - Consult with Capability Lead to deliver Web Application and API Protection for our critical applications, primarily on the Akamai platform. - Monitor and review all tuning requests. - Conduct detailed log analysis to identify false positives and optimize WAF rules for improved accuracy and performance. - Create and maintain comprehensive documentation for WAF tuning, tuning procedures, policies, and configurations. - Develop, test, and recommend WAF policies and rules tailored to specific applications and environments. - Proactively assist with identifying false positives - Collaborate with cross-functional teams to ensure seamless integration of WAF solutions into existing security infrastructure. - Collaborate with Application teams to enable web application protection. - Deliver anti-bypass protection for on-premise application currently using Akamai. - Provide recommendations for WAF configuration based on best practices and security requirements. - Perform regular assessments and audits of WAF configurations to ensure optimal security posture and compliance with industry standards. - Maintain evidence for audit and regulatory asks - Deliver monthly / quarterly business reviews for application owners to show the effectiveness of the WAF control. - Stay updated with the latest web security threats, vulnerabilities, and trends to continually enhance WAF effectiveness. - Evaluate, design, and deliver new and alternative WAAP features and/or solutions. Key Accountabilities - Ensuring alignment with capability lead and control owner to deliver consistent WAAP policies across multiple infrastructures. - Ensuring timely and accurate review and action on all WAF tuning requests. - Conducting thorough log analyses to effectively identify and mitigate false positives, ensuring optimized WAF rules. - Maintaining comprehensive and up-to-date documentation for all WAF tuning procedures, policies, and configurations. - Developing and recommending tailored WAF 1 Web Application Firewall (WAF) Strong experience in Web Application and API protection (WAAP),WAF management, tuning and log analysis with strong understanding of security principles Experience with implementation, administration of WAF -Akamai Experience in troubleshooting HTTP protocol-based issues 2 Technical Skills & Responsibilities Good working knowledge of HTTP Protocol or previous experience in web application/ API development Identifying and mitigating false positive to optimize WAF performance Experience in documentation of WAF tuning procedures,policies and cofigurations Proficiency in log analysis tools and techniques to identify patterns and anomalities in web-traffic Experience with tools such as Splunk, Wireshark, or custom scripts to process and analyze logs Experience with major WAF solutions like Akamai(mandate), F5(optional),AWS,GCP 3 Soft Skill & Stakeholder Management Collaborate with cross-functional teams to ensure seamless integration of WAF solutions Aware about the latest web security threats and methods to ensure optimal protection Effective communication skills to collaborate with application teams through onboarding, tuning,maintanance and incident responses Strong problem-solving and troubleshooting skill 4 Education and Experience Formal education or equivalent experience in Information Security, Cybersecurity,Computer Science or related field. 5 Candidate's Availability & Flexibility Willingness to work in UK Hours Candidate is available to join withing 0-15 days Candidate is on notice period from 15-30 days Good to have 6 Technical Skill Experience in SOC (Security Operations Center) or CSIRT(Computer Security Incident Response Team),AppSec or Ethical hacking Familarity with automation technologies such as Terraform,Python,Jira etc Experience in regular assesments and audits of WAF configurations Experience in WAF F5

Waf,Akamai,Splunk