Overview
Remote
On Site
Full Time
Skills
Leadership
Acceptance Testing
Available-to-promise
Infoblox
Palo Alto
Product Support
ROOT
Problem Management
Customer Service
Research and Development
ProVision
Accountability
Technical Support
Unix
Linux
Operating Systems
Cloud Computing
Docker
Management
Incident Management
Job Details
Responsibilities:
- Customer case handling - End customers and as well as Internal Customers.
- Provides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mind.
- nalyses and finds root causes of product issues, by understanding logs, metrics, pcap files and customer scenarios.
- Works on installing, reproducing and fixing product issues.
- Engages and co-ordinates with the R&D Product team (SMEs) to come up with solutions.
- Conduct the Baseline Verification Test (BVT) and Support. BVT is basically a subset of Acceptance Test Procedure (ATP) to provide a quick health check of the system and followed by a Care Handover if the system is healthy.
- Engages and co-ordinates with external parties like Insta/Infoblox/Clavister/PaloAlto team as appropriate.
- Drives, develops, and maintains 3LS maintenance and support processes, for best-in-class product support.
- Root cause investigation in line with SLAs under Problem Management Process.
- Undertake CARE readiness activities for handover of new customer production instances / deployments from project team.
- Liaising and collaborating with Client CARE/R&D and project teams as required.
- Provide recommendations on information needed from customers to assist with the investigation / troubleshooting of customer issue. Provide updates to customer Teams through prompt trouble ticketing updates, explaining the progress of the investigation and steps towards resolution.
- Liaising with R&D/4LS teams to ensure any bug-fix or release has been fully tested prior to release to the customer.
- Provision of a single phone number to contact on-call engineer (this number must route to on-call engineer).
- Customer Global CARE services provide Level-3 technical support for the Security domain products of client.
- Products that require support include.
) Client Certificate Manager (NCM).
b) Client Certificate Lifecycle Manager (NCLM). - The Client Global CARE Level 3 Support(3LS) team is accountable for the 24 x 7 in-life proactive/reactive maintenance to the Client Customers.
- Experience in Trouble-shooting customer issues in production environments, Care (any Level-3 technical support) process, Customer ticket handling, Emergency, outages kind of situations, Support, with Minimum 4+ years in service support environment with specific emphasis on Case Handling.
- Experience in working on Unix/Linux Operating Systems.
- Experience in using K8S cluster, Helm charts.
- Knowledge in Cloud Native, Containerization, Docker.
- Preferred - Good understanding of Security products (Certificate Management).
- Care Support for Netguard Certificate Manager (NCM), Netguard Certificate Lifecycle Manager (NCLM) products non-outage during Customer business hours and emergency service during non-business hours to the Customer by providing the following services:
- Level 3 Support.
- Incident resolution in line with SLAs under Case/Incident Management Process.
- Track any defects associated with Customer reported issues.
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