Position Overview
Job Description
Provide Level 2 onsite support for Palo Alto NGFW and Datacom network infrastructure.Ensure timely incident resolution and service restoration within agreed SLAs.Perform root-cause analysis and implement corrective and preventive actions.Maintain accurate documentation of configurations, policies, network diagrams, and operational records.Collaborate with Day #1, Cybersecurity, Service Management, and Vendor TAC teams to ensure seamless service delivery and knowledge transfer.Troubleshoot and resolve security and network incidents involving Palo Alto firewalls (policy issues, NAT, VPN, IPSec, SSL VPN, Threat Prevention, URL Filtering, etc.).Manage firewall rule reviews, policy optimization, log analysis, and security posture improvements.Perform configuration updates, firmware upgrades, patching, and change implementations following ITIL processe...