Mission

• The successful candidate will be part of a team responsible for the monitoring and assurance of complex SD-WAN/SASE solutions provided by the company to Enterprise customers
• The successful candidate will be responsible for pro-actively identifying and rectifying technical and potential security compliance issues  , and reactively responding to tickets raised by customers, troubleshooting, rectifying, and resolving the issue/fault
• The successful candidate will be aware of latest technologies, trends, and relevant vendors capabilities in this technology/security sector

• To pro-actively investigate, analyse, and diagnose issues through thorough examination of the data collation and tool sets provided for analysis.

• Undertake or support rapid restoration of services within service level agreement (and prior to critical Service failure or Security breach when possible)

• Take an overall pro-active responsibility for the technical support of issues arising within a customer  SDWAN/SASE environment, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments)

• To investigate and resolve problems identified using pro-active (management / monitoring) tools - where possible before critical Services are impacted, or security breaches occur.

• Ensure that incidents are escalated accordingly when necessary, and in line with agreed service level agreements.

• Develop / follow documented and agreed business processes / procedures in the event of a fault or Security incidents

• Identify and highlight any deficiencies in the business processes / procedures, offering recommendations and undertaking any corrective action if/when approved.

• Ensure that all alerts/events generated are investigated and are effectively communicated in accordance with the agreed operational procedure.

  - Investigate and analyse complex incidents / problems and engage with the  3rd/4th line engineering (or appropriate design authority) resource where necessary

• Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports

• Engaging with Design functions or Customers to remedy/rectify any discrepancies found during monitoring or troubleshooting

• Engaging with Vendors / partners to ensure faults are remedied within agreed timeframes and in-line with contracted SLA’s.

• Participate and support in a shift team if applicable

• Become an expert in multi-vendor  SD-WAN/SASE technologies

• Completion of in-life changes to the service (adhering to change-management process) , validating and ensuring changes will have no impact to the service or security posture of the solution or the policy compliance.

• Provide feedback, assistance, and guidance from a technological and process perspective to enhance and improve customer experience.

Profil

• Core competencies, knowledge, and experience:
• Proven expertise/experience in Security technologies
• Knowledge of multi-vendor SD-WAN and Firewall configuration
• Knowledge of SASE security functions. SWG, CASB, FWaaS, ZTNA
• Strong understanding of Network technologies (SD-WAN, MPLS, Internet, TCP/UDP)
• Can demonstrate an understanding of Cyber Defence best practices
• Positive team player attitude, ability to collaboratively address any complex issues
• Strong communication and presentation skills
• Excellent Customer relations skills
• Desirable:
• Vendor specific Security qualifications (e.g., NSE4-7, CCNP Security)
• Knowledge of both Mobile and Fixed Networks
• Knowledge of Cloud Computing (AWS, Azure)
• Security and IT qualifications (e.g., Security+,ITILv3, CISSP,CISA,CISM,CCSP)
• Understanding of SW Development, DevOps, and API methodology
• Experience in working under pressure

Organisation

Our Mission Statement
Digital and human resources at the center of the sustainable development of our society.
In a world of continuous transformation, accelerated by technological developments and societal challenges, it is necessary to adapt in an ongoing, agile way to meet the challenges of the future.

About Inetum, Positive digital flow
Inetum is a European leader in digital services. Inetum's team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum's solutions aim at contributing to its clients' performance and innovation as well as the common good.
Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.