Network Security Operations Supervisor

hace 2 días


San José, San José, Costa Rica Airespring A tiempo completo
Job Description

Primary Responsibilities:

  • Lead and coach the Tier 2 security and SD-WAN group in managing daily operations, including troubleshooting complex issues related to Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Meraki security/SD-WAN/LAN/WAN/Wi-Fi.
  • Complete annual and ad-hoc personnel performance evaluations to ensure team members are meeting expectations.
  • Train and educate personnel on trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities to enhance technical skills and customer satisfaction.
  • Organize and host regular training sessions to ensure technicians can perform to required standards and maintain industry certifications.
  • Ensure established processes, procedures, policies, troubleshooting/resolution guides, and walkthroughs are followed to maintain high-quality service delivery.

Qualifications:

  • 3+ years of experience as a NOC or repair supervisor at a large 24x7 MSP/ISP offering Internet, networking, security, and SD-WAN services via multiple carriers and circuit types.
  • 4+ years of experience as a senior NOC or repair technician resolving Internet, networking, security, and SD-WAN service issues.
  • Demonstrable understanding of OSI layers and troubleshooting techniques across them for all applications/services.
  • Educator/mentor skills to provide assistance and support to technicians requiring guidance on open tickets.
  • Verbal and written skills to deliver exceptional education, support, compassion, and technical guidance to customers and agents on open tickets.
  • Hands-on experience with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, and CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices.
  • 3 years of experience modifying monitoring and ticket platforms to optimize notification and handling processes and intervals.
  • Utilize SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, and TACACS logs to improve the customer experience and Tier 2 event awareness and performance.


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