HCL Technologies Limited is hiring for the role of Web Application Specialist!
Responsibilities of the Candidate:
- Provide technical support and incident resolution by managing Web Application Firewalls, Cisco ASA, and Palo Alto devices to ensure secure and uninterrupted application services.
- Conduct root cause analysis on escalated issues, utilizing Web Application Firewall configurations and Cisco ASA policies to prevent future occurrences and strengthen the overall security posture.
- Contribute to knowledge management by updating the knowledge base and developing training materials for new team members, ensuring adherence to best practices in firewall management and operations.
- Independently manage and resolve support tickets within agreed Service Level Agreements (SLAs), leveraging Web Application Firewall tools to efficiently troubleshoot and mitigate issues.
- Enhance customer experience and drive positive feedback through effective problem resolution strategies, achieving first call resolution metrics with minimal case reopens.
Requirements:
- Proficient in managing Web Application Firewalls with a strong understanding of Cisco ASA and Palo Alto configurations.
- Strong problem-solving skills with the ability to conduct thorough root cause analyses.
- Familiarity with support ticketing systems and Service Level Agreements (SLAs).
- Excellent communication skills to ensure clarity in technical discussions and customer interactions.
