• Senior Consultant - WAF operations, maintenance and support - Netherlands

Job details

Country

Netherlands


State / Region / Province

Noord-Holland


Work Location

Amsterdam


Domain

Delivery


Interest Group

Infosys Limited


Skills

Domain|Network|Data networking storage & data center technologies


Company

ITL Netherlands


Requisition ID

104963BR


Job Description

Role – Senior Consultant
Technology – WAF operations, maintenance and support
Location – Amsterdam, Netherlands

Purpose Statement:
The WAF Team is responsible for the operations, maintenance and support of the WAF components for securing voice, video & data applications.
As part of the Centre of Excellence, our mission is to ensure the stability and integrity of such infrastructure as well as providing advanced technical support, lead, coordinate and drive the resolution of any issue in order to meet the established SLA’s, always focus on maximizing the customer satisfaction.

Main Responsibilities:

  • Focus on managing our F5 aWAF install base, vendor management, understanding the strategy of the vendor and manage communication/collaboration with engineering teams and architecture to ensure maintainability & support, and act as technical escalation for the team/team members, handle service review meetings and escalations.
  • Advance support:
  1. Take dedicated and reactive steps to mitigate Layer 4-7 security attacks or threats
  2. Analyse large volume network traffic for attack detection
  3. Interact directly with clients who are under attack via phone, chat, email and/or ticketing systems
  4. Provide proactive and real-time guidance to customers on network configuration, security protocols, and defensive security response
  5. Document actions taken in incident management systems, knowledge base, or ticketing systems as required
  6. Establish yourself as a trusted security advisor internally and externally
  7. Engage and support cross-functional teams
  8. Appropriately manage time and customer issues based on issue severity and business needs
  9. Identify, define and implement process and procedure improvements
  10. Ensures documented processes and procedures are relevant and up to date
  11. Provide guidance to tier-1 support engineers
  12. Vendor management as part of IT service lifecycle management
  13. Participate in impact assessment and handover processes
  • Incident management:
  1. Working closely with CNO NMC (Tier 1) on incident to provide solutions and follow up to Level 3 support/vendor if required.
  2. Solving tickets with multiple priorities while providing timely responses based on ticket severity
  3. Providing timely updates & performing post-resolution, root cause analysis (RCA) & participating in Problem Management meetings.
  4. Provide leadership on incident resolution and ensure management is communicated clearly and transparently. Managing escalations.
  5. Troubleshoot and identify software bugs, perform root cause analysis on performance issues.
  • Problem management:
  1. Provide expertise in analysis of major incident root cause and follow up with vendors and other Corporate teams as needed
  2. Post-mortem forensic analysis
  3. Provide feedback to Corporate teams (CTO, CIO, POMG, CNO) concerning performance and capacity of the interactive platforms in production
  • Change management:
  1. Review and approval of complex network and security changes
  2. Change implementation on production environments
  • Projects:
  1. Participate in review activities (project plans, requirements, design and test cases) to ensure a smooth transition to production
  2. Identify and propose ideas for service assurance improvements
  3. Involved in vendor selection process and testing of new infrastructure products
  4. Deploying tools to proactively monitor the network performance
Ensure all relevant processes are properly followed (Incident resolution, problem management, change control and others)
Context/Environment:
CNO Network Infrastructure team provides operational services worldwide throughout multiple countries.
  • Office location: NL, Schipol-Rijk
  • Working hours 9:00-18:00
  • on-call
Knowledge, Skills & Experience:
HBO or Bachelor Degree in Information Technology or Computer / Electrical Engineering
  • Must
  1. Proven experience – Telecoms/ISP
  2. Proven hands-on Experience & Operational knowledge of F5 BIGIP-LTM / VIPRION Chassis (Must).
  3. F5 BIG-IP knowledge and experience of AFM/ASM/APM
  4. Proven experience in the Information Security field or similar experience
  5. Ability to excel in a dynamic, meaningful, security oriented operations environment
  6. Undaunted by, and quickly capable of, coming up to speed on new and developing technologies
  7. Must be able to communicate technical and operational details fluently in English (written and oral)
  8. Excellent customer service skills
  9. Robust troubleshooting and problem-solving ability including, analytical thinking and a strong attention to detail
  • Other areas of focus and experience:
  1. Troubleshooting TCP/IP networks
  2. Detailed protocol analysis using tools such as tcpdump, tshark, and Wireshark
  3. Experience with Fiddler, HttpWatch, Burp Suite, socat, and netcat
  4. Packet manipulation and crafting using tools such as hping, scapy, and iptables
  5. Traffic generation and replay using tools such as apachebench and tcpreplay
  6. Experience with global routing and networking technologies (GRE, BGP, ASN routing)
  7. Must be able to relay technical information to customers with different levels of technical competence
  8. Experience supporting corporate customers in production environments, working with meaningful technologies
  9. Experience working with Customer Support and Service Management portals, including provisioning, reporting, and configuration
  10. Fundamental Linux skills
  11. Ability to perform log file analysis
  12. Comfortable working with moderate supervision
  13. Ability to develop creative, efficient solutions to complex problems
  • Preferred Qualifications
  1. Prior SOC or NOC experience
  2. Background in Security Incident Response
  3. Experience in network design and configuration
  4. Information Security/Computer Science degree or equivalent experience
  5. Fluency in additional languages
  6. Familiarity with a programming or scripting language.
  7. Experienced in common enterprise network and routing technologies
  8. Experience with F5 hardware and software (Big-IP, TMOS, iRules, iApps, iControl, etc.)
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.