Job Summary

We are looking for an experienced L3 Engineer and Operations Lead to manage and lead operations for Secure Service Edge (SSE) technologies, including Proxy, Cloud Firewall, DLP and ZTNA. The role requires strong technical expertise along with operational leadership across Incident, Change, and Problem Management, along with driving continuous improvement and reporting.

Key Responsibilities

1. Technical Leadership (L3 Support)

• Act as L3 escalation point for Proxy, DLP, and SSE-related incidents.
• Troubleshoot complex issues across:
• Secure Web Gateway (SWG / Proxy)
• DLP (Endpoint, Network, Cloud)
• CASB / ZTNA / SSE platforms
• Perform root cause analysis (RCA) and provide permanent fixes.
• Work with OEM/vendor support for critical issues.

2. Operations Management

• Ensure SLA adherence and service availability.
• Manage L1/L2 teams and provide technical guidance.
• Define and improve operational processes and runbooks.

3. Incident , Change and Problem Management

• Drive resolution of P1/P2 incidents.
• Conduct post-incident reviews and RCA documentation.
• Identify recurring issues and drive problem records.

7. Reporting & Governance

• Prepare and present:
• Weekly/monthly operational reports
• SLA/KPI dashboards
• Incident and problem trends
• Provide insights and recommendations to leadership.
• Ensure compliance with audit and security requirements.

Skill Requirements

Technical Skills

• Strong experience in:
• Proxy solutions (e.g., Blue Coat, Cisco, Zscaler, Netskope)
• DLP tools (Symantec, Forcepoint, Microsoft Purview, etc.)
• SSE platforms (CASB, SWG, ZTNA)
• Good understanding of:
• Networking (TCP/IP, DNS, SSL, VPN)
• Cloud security concepts
• Identity & Access Management (IAM)

ITSM & Process Skills

Strong experience in Incident, Change & Problem Management

Familiarity with ITIL framework.

Other Requirements

Experience

• 8–12+ years of overall IT experience.
• Minimum 8+ years in SSE / Proxy / DLP domain.
• Experience in operations leadership role preferred.