Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Palo Alto And Palo Alto Xsiam To Troubleshoot And Resolve Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Perform Root Cause Analysis For Escalated Technical And Security Issues, Developing And Implementing Solutions To Enhance System Performance And Security Posture.
3. Contribute To Knowledge Base Management By Documenting Solutions, Updating Processes, And Training New Analysts To Foster A Culture Of Continuous Improvement.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Effective Incident Management.
5. Enhance Customer Experience By Achieving First Call Resolution Goals, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Mitigating Potential Security Threats.

Skill Requirements

1. Proficient In Palo Alto Products And Services, Including Palo Alto Xsiam And Related Security Frameworks.
2. Solid Understanding Of Security Operations, Incident Management, And Troubleshooting Methodologies.
3. Excellent Problem-Solving Skills With A Focus On Root Cause Analysis And Resolution Implementation.
4. Strong Communication Skills To Effectively Liaise With Customers And Collaborate With Support Teams.

Other Requirements

1. Optional But Valuable Certifications: Palo Alto Networks Certified Network Security Engineer (Pcnse), Palo Alto Networks Certified Cybersecurity Associate (Pccsa)