Strong PKI

PKI workflow

PKI architecture

Deployment experience

Kubernetes

Linux"

Postgres DB, Telecom Core domain knowledge

SLA ticket knowledge, Jira tool knowledge

Deliverables

Experience in Trouble-shooting customer issues in production environments, Care (any Level-3 technical support) process, Customer ticket handling, Emergency, outages kind of situations, Support, with Minimum 4+ years in service support environment with specific emphasis on Case Handling

• Experience in working on Unix/Linux Operating Systems

• Experience in using K8 S cluster, Helm charts

• Knowledge in Cloud Native, Containerization, Docker

• Preferred - Good understanding of Security products (Certificate Management)

Care Support for Netguard Certificate Manager (NCM), Netguard Certificate Lifecycle Manager (NCLM) products non-outage during Customer business hours and emergency service during non-business hours to the Customer by providing the following services:

• Level 3 Support

o Incident resolution in line with SLAs under Case/Incident Management Process

o Track any defects associated with Customer reported issues

o Customer case handling – End customers and as well as Internal Customers

o Provides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mind

o Analyses and finds root causes of product issues, by understanding logs, metrics, pcap files and customer scenarios

o Works on installing, reproducing and fixing product issues

o Engages and co-ordinates with the R& D Product team (SMEs) to come up with solutions

o Conduct the Baseline Verification Test (BVT) and Support. BVT is basically a subset of Acceptance Test Procedure (ATP) to provide a quick health check of the system and followed by a Care Handover if the system is healthy

o Engages and co-ordinates with external parties like Insta/Infoblox/Clavister/Palo Alto team as appropriate

o Drives, develops, and maintains 3 LS maintenance and support processes, for best-in-class product support

o Root cause investigation in line with SLAs under Problem Management Process

o Undertake CARE readiness activities for handover of new customer production instances / deployments from project team

o Liaising and collaborating with CARE/R& D and project teams as required

o Provide recommendations on information needed from customers to assist with the investigation / troubleshooting of customer issue. Provide updates to customer Teams through prompt trouble ticketing updates, explaining the progress of the investigation and steps towards resolution

o Liaising with R& D/4 LS teams to ensure any bug-fix or release has been fully tested prior to release to the customer

o Provision of a single phone number to contact on-call engineer (this number must route to on-call engineer)