Network Security, HCLTech www.hcltech.com Itaim, São Paulo (Hibrido) / Tempo integral We are looking for a highly talented and self-motivated Network Security to join us on our journey to advance the technology world through innovation and creativity. Role , Responsibilities and SKILLS Write processes and procedures for customized support services. Identify need for and assist with the creation of customer training. Act as "business driver" to improve customer's internal operations. Understand customer's internal business functions and culture. Identify, build and maintain relationships with customer's internal management. Act as single point of contact for operational issues, mitigating any crisis. Represent customer needs to post-sales support teams and applicable organizations. Work onsite 3 days/week. Provide customers and local team with regular updates on "hot" or escalated issues according to customer sentiment. Coordinate and conduct weekly conference calls to provide status reports to customer. Manage critical technical and political relationship both within the customer's organization and throughout the costumer internal escalation chain. Develop and share operational best practices, processes and procedures to improve the customer operations overtime. Build consistent relationships with key Operations and support decision makers within customer base and advice on future direction of customer post-sales support relationship. Be an established "go to" person and main point of contact for customer and internal operational issues. Accurately produce High Availability metrics reports (MTTR, KPIs, Analytics, etc.) and other custom reports. Conduct internal and customer facing knowledge transfer sessions on Cisco tools processes, procedures. Spear head data gathering on customer projects/initiatives and ensure alignment to AS/TS/CRT deliverables. As regional requirement, candidate must be able to manage communication in Portuguese and Advanced English. Excellent knowledge of Cisco security products (ASA, FTD, ISE, and others). Desire to have Cisco security certification (CCNP and/or CCIE). Excellent domain for developing security design (DHLD, LLD, Implementation, Migration and test Plan). Knowledge and experience in the troubleshooting process. Equality & Opportunity for All Representing 165 nationalities worldwide, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, or any other protected classification under federal, state and/or local laws.
