Technical Support Representative

Technical Support Representative - Security Analyst at IBM in Bengaluru

IBM is seeking a skilled Technical Support Representative with a specialization in Security Analysis for their Bengaluru operations. This role is crucial for the administration and management of critical security infrastructure, including load balancers and web application firewalls.

Responsibilities:

• Administer and manage load balancing solutions like F5 and Radware, including rule creation, modification, configuration updates, and system upgrades.
• Handle escalated customer calls and provide expert support for load balancing and related security technologies.
• On-board new applications onto load balancers, SSL inspection, and Web Application Firewalls (WAF), and manage any critical issues that arise.
• Serve as the primary point of contact for all load balancer, SSLO, and WAF technologies.
• Manage incidents, ensuring timely resolution and escalation when necessary.

Required Qualifications:

• Bachelor's Degree.
• Minimum of 3 years of industry experience in managing various load balancers (e.g., F5, Radware).
• Knowledge and working experience with Web Application Firewalls (WAF) is a significant advantage.
• Ability to assist in the creation of Root Cause Analysis (RCA) reports with Level 3 engineers.
• Experience in performance tuning of network security devices such as Load Balancers, WAFs, and Firewalls.
• Proficiency in working on assigned tickets within agreed timelines and SLAs, adhering strictly to ITIL processes.
• Extensive knowledge of web technologies and related concepts.

Preferred Qualifications:

• Master's Degree.
• Intuitive individual with strong change management capabilities and proven time management skills.
• Excellent interpersonal skills, contributing effectively to team efforts.
• Demonstrated commitment to staying up-to-date with technical advancements through continuous learning.
• One or more relevant security certifications, such as CEH, Security+, GSEC, GCIH, or OEM certifications from vendors like Cisco, F5, and Imperva.