We are a fun-loving, energetic and fast growing company that breathes innovation and strives to give an unparalleled experience to our customers and win them for life.

One in every 24 people on this planet is served by Airtel. We are a true Indian MNC, operating out of 17 countries across Asia and Africa. Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. We hire people from every realm and offer them opportunities that encourage individual and professional growth. Here, at the worlds third largest mobile operator, you will be working with the best minds in the business, to deliver solutions that truly enrich the lives of our customers.

We are always looking for people who are thinkers & doers. People with passion, curiosity & conviction, people who are eager to break away from conventional roles and do jobs never done before

Network security support operations
ITIL framework based 24x7x365 support for maintenance, Incident, and Problem management.
All the services are requested and tracked using the automated Service Request Tracker system including required approvals and exceptions.
Problem determination and resolution.
Level 1, Level 2 and Level 3 technical support.
Troubleshoot as required to resolve an incident and problems.
Respond to reported problems and resolve in a timely and quality.
Provide a short-term and long term fix to a problem with documentation of detailed RCA.
Escalate as required.
Raise vendor service request and follow an escalation matrix.
Maintain a Knowledge base of all historical incidents and resolutions.
Install, Moves, Adds, Changes for security support services / devices.
Do Configuration management of the supported devices as requested.
Do Software, Firmware and Configuration upgrades and maintenance.
Validate, plan, track and implement all network security and end point security solution changes.
A history of changes should maintained in a tool to restore or roll back if required.
Configuration management involving timely application of upgrades and patches provided by the OEM and software vendors and approved by the ISG. If any device is replaced then configuration of the said device/s as per the latest stable state configuration.
Manage the life cycle of new and existing devices from assessing, installing, configuration, maintaining till decommission as per agreed Banks ISMS policies.
Asset Management, AMC, Warranty Services
Track the inventory of network security devices.
Track the inventory of software and license usage for all the network infra and end point security solutions.
Maintain a inventory catalog of all vendors and spares details to  ensure uninterrupted operations.
Service Delivery Management
Monitoring of SLA, Uptime/Availability, and management of exceptions.
Conducting Daily/Weekly/Monthly status reviews.
Reporting Service Level attainment, Uptime/Availability targets to Bank’s Network and Security team.
POCs
Support Bank team in evaluation of new technologies, conducting POCs, running Pilot/trials.
Review and Assessment Services (quarterly basis)
Review, health check assessment, capacity assessment and review of existing network security and end point security solutions as per industry standards and best practices.
Regulatory audits and compliance
100% adherence to regulatory audits and compliance requirements
Timely closure of all the audit and compliance observations.
Reverse transition
Support partner should support Bank appointed vendor or agency to conduct due diligence as part of their transition.
Support partner should assist Bank identified partner to formulate transition plan, assess the resource requirements, and form a transition team for knowledge acquisition.
Support partner should assist the new partner or agency to obtain a detailed understanding of current network security operations, system design, architecture, configurations, tools implemented including but not limited to detailed walkthrough, transfer of detailed and up to date IT asset data.
Support partner should share the knowledge base consisting of all the process documentation, deliverables prepared by support partner, technology documentation, SOPs and services management documents with new partner or agency.
Provide assisted support and handholding to new partner or agency for 3 months during the reverse transition phase.


Demonstrated (Key competencies)

Ø High level understanding of technologies such as Endpoint security, User security, Network security, Data Center & Cloud Security, SOC, MDR, and other emerging Cyber security technologies and their commercial manifestations.
Ø Excellent analytical skills.
Ø Good presentation and communication skills and knowledge of MS excel and PPT.
Ø Strong Commercial Skills
Ø Ability to influence key stake holders in other Functions to achieve business objectives
Ø Strong Partner Management Skills.
Ø Ability to handle diverse task under pressure.
 
Ø Self-learning and certifications on prominent security technologies viz end point , DLP, User Security, Data center & Cloud Security, SOC etc.
Ø Working with partners/cross functional teams for development, testing and end to end process stitching and Process Document creation for any new product variant/service.
Ø Managing customer NOC/SOC , customer End point security , DLP , Firewall
Ø Conducting MBR/ QBR with customer & create action plan , close all open points.
Ø Managing Sev 1 , 2 ticket along with partner.
Ø Managing Transition , HOTO Process from old partner to new partner , conducting training for up scaling NOC/SOC Engineers.
Ø  Documentation, updating network schematics, knowledgebase etc.
Ø Governance and sustenance review with customer & partner.
Ø Bring innovation to maximize benefits of IT to Biz and make it differentiator for Airtel.
Ø Periodical performance review on KPIs with strategic partners
Ø Effectively manage Network / Security outsource partners for ensuring effective service delivery for Customer.
Ø Managing compliance as per customer ISMS/ BCMS Policy.
Ø Ensure adherence to all central documentation, policies, and procedures. review periodically
Ø Cater to multiple regulatory requirements of customer as at the same time within the available IT infrastructure
Ø Work towards Customer SAT- NOC /SOC MSS delivery
Ø Security Compliance & IT audit. Also close co-ordination with Strategic Partner and work for Customer Satisfaction.

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Alive

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Inclusive

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value

Respectful

Believe something should exist? Make it. It’s in our nature to innovate.

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