Security Managed Services Engineer; L2

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The Security Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their Security Infrastructures and systems remain operational.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, this role is able to restore service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity.

The Security Managed Services Engineer (L2) may also contribute to / support on project work as and when required.

Key Responsibilities

• Serve as an L2 technical escalation point for security-related incidents and operational issues.
• Monitor, manage, and support enterprise security infrastructure to ensure optimal performance and availability.
• Perform advanced troubleshooting and problem resolution across network security technologies.
• Investigate and remediate security and network-related incidents within agreed service levels.
• Conduct root cause analysis and implement corrective actions to prevent recurrence of issues.

• Administer, maintain, and support security technologies including:
  Fortinet Forti Gate and associated security solutions Palo Alto Networks security platforms Check Point security technologies
• Perform firewall administration, including policy reviews, rule management, optimization, and troubleshooting.
• Manage security configurations and ensure adherence to security standards and best practices.
• Support system upgrades, patching, and maintenance activities.

• Implement approved changes within customer environments in accordance with established change management processes.
• Participate in incident, problem, and change management activities.
• Ensure all activities are properly documented and performed in line with operational procedures.
• Support service improvement initiatives and contribute to operational excellence.

• Operate within formal IT Service Management (ITSM) frameworks and security governance processes.
• Maintain compliance with incident, problem, change, and security management standards.
• Ensure technical documentation is current, accurate, and aligned with operational requirements.

• Strong hands-on experience with:
  Fortinet Forti Gate and Fortinet Security Solutions Palo Alto Networks Firewalls and Security Platforms Check Point Security Solutions
• Extensive knowledge of:
  Enterprise firewall administration and management Security policy creation, implementation, and optimization Network security concepts and best practices VPN technologies, NAT, routing, and network protocols Threat detection, analysis, and remediation
• Experience supporting enterprise production environments within a Managed Services environment.

• Experience working within:
  Incident Management Change Management Problem Management Security Governance processes
• Demonstrated ability to independently troubleshoot and resolve complex technical incidents.
• Strong analytical and root cause investigation capabilities.
• Experience working within SLA-driven operational…