Customer Service & Support Jobs in Bengaluru, India (Now Hiring) — 3,709 open — Page 84

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

• Act as first-line support for network and security operational requests, managing and resolving tickets logged via ServiceNow in line with agreed SLAs.
• Create, amend, and remove firewall rules on Palo Alto NGFW via Panorama and Strata Cloud Manager (SCM), following approved change requests and the firm's security policy.
• Administer and support Zscaler ZIA and ZPA policies, including URL/application access requests, policy exceptions, and troubleshooting user connectivity issues.
• Raise, track, and progress changes through ServiceNow change management, ensuring accurate documentation, approvals, and an audit trail for all firewall and network changes.
• Monitor network and security alerts, triaging issues and escalating to senior network engineers where deeper investigation or architectural change is required.
• Proactively review and improve the SNMP-based network monitoring and alerting setup, working with senior engineers to increase visibility, reduce noise, and mature alerting coverage across the estate.
• Perform routine access reviews, rule clean-up, and housekeeping tasks across the Palo Alto and Zscaler estates to maintain a clean and auditable policy base.
• Support incident response for network and security events, gathering diagnostic information and assisting senior engineers with resolution.
• Maintain accurate, up-to-date documentation of network configurations, firewall rule sets, and standard operating procedures.
• Liaise with global network engineering colleagues, business users, and other technology teams to understand requests and provide clear updates on progress.
• Assist with basic network troubleshooting (connectivity, routing, VPN, DNS) using standard diagnostic tools, escalating complex issues to senior engineers as appropriate.
• Participate in a shift or on-call rota providing regional support coverage outside of core hours as required.

SPECIAL CIRCUMSTANCES (e. g. shifts, travel overseas, hours):

• Role based in the Bangalore office; shift patterns to be agreed, including a requirement to cover extended hours to support global operations
• Weekend and on-call work will also be necessary on a rota basis
• Occasional travel to other Brevan Howard offices may be required

PERSON SPECIFICATION

WORK EXPERIENCE/BACKGROUND:

Essential

Desirable:

• 5+ years' experience in a network or IT operations support role, ideally within a ticket-driven, process-controlled environment
• Demonstrable experience administering firewall rule changes and access requests in a live production environment
• Strong attention to detail and the ability to follow defined change management and security processes accurately
• Comfortable managing a high volume of tickets and requests, prioritising effectively to meet SLAs
• Good verbal and written communication skills, able to liaise clearly with global colleagues and business stakeholders
• Experience within a hedge fund, asset manager, or other financial services technology environment is strongly preferred
• Exposure to working within a regulated, compliance-driven environment
• Experience working within a global, follow-the-sun support model

Essential

Desirable:

• Palo Alto NGFW firewall rule administration via Panorama (essential)
• Palo Alto Strata Cloud Manager (SCM) — policy and object management (essential)
• Zscaler ZIA and ZPA — policy administration, access requests, and basic troubleshooting
• ServiceNow — incident, request, and change ticket management
• CCNP-level routing and switching knowledge, with solid core networking fundamentals: TCP/IP, DNS, VLANs, OSPF/BGP basics
• Basic troubleshooting using tools such as ping, traceroute, and packet capture
• Familiarity with SNMP-based network monitoring and alerting tools, with an interest in helping to mature and improve monitoring/alerting coverage across the estate
• Ability to read and interpret firewall logs and basic packet captures to support issue diagnosis
• CCNA or an equivalent networking qualification
• Palo Alto PCNSA/PCNSE certification, or actively working towards one
• Exposure to Cisco switching and routing (IOS/NX-OS)
• Exposure to network monitoring tools such as LogicMonitor
• Basic scripting or automation exposure (e.g. Python)
• Exposure to cloud networking (AWS) fundamentals

TECHNICAL SKILLS/KNOWLEDGE/PROFESSIONAL QUALIFICATIONS:

COMPETENCIES/OTHER REQUIREMENTS:

Proactive, self-starting approach — looks to identify and improve processes, monitoring, and tooling rather than simply responding to tickets

Methodical, process-driven approach with excellent attention to detail

Willingness to follow established change and security procedures accurately and without deviation

Calm and organised when managing a high volume of tickets and requests

Takes ownership of assigned tickets and follows through to resolution

Good written and verbal communication skills

Strong team player, comfortable working with colleagues across regions and time zones

A proactive willingness to learn and develop technical skills over time