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Tier-1 employer and metro Mumbai location for a common L1 security support role.
Security operations skills are moderately transferable, but firewall and ITIL experience bias toward similar infrastructure roles.
Requires firewall/network support experience and ITIL/ITSM familiarity despite no explicit years.
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Maintain clients' firewall infrastructure ensuring strict adherence to Service Level Agreements (SLAs) with zero missed conditions.
Provide front-line support handling standard and low-complexity incidents and service requests, including telephonic, ITSM ticket, or chat support for resolving client issues.
Monitor client infrastructure proactively, schedule maintenance activities, contribute to process improvements and work on disaster recovery testing when required.
Entry-level experience in troubleshooting/support in security, network, data center, systems, or storage administration within medium to large ICT organizations.
Working knowledge of ITIL processes and ITSM tools.
Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
Workplace type: On-site. Work Experience Required: Entry-level experience explicitly mentioned.
Disciplined approach to handling tickets daily and strong adherence to SOPs with an intent to resolve tickets using knowledge articles.
Ability to communicate effectively across different cultures and social groups, with emphasis on client-centric interactions.
Capacity to plan activities and adapt to changes, with willingness to work extended hours and perform under pressure.