About us
Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
Key Responsibilities
- Provide Level 2 operational support by investigating, troubleshooting, and resolving security-related incidents and faults raised through the Oceane ticketing system.
- Assess and implement service changes by evaluating potential risks, validating change requirements, and executing approved requests through the established Change Management process.
- Perform problem management and Root Cause Analysis (RCA) by investigating recurring or unknown issues, identifying underlying causes, and developing effective corrective and preventive action plans.
- Support security solution releases and maintenance activities by reviewing, validating, authorizing, and implementing changes, upgrades, updates, patches, and migrations in line with established procedures.
- Act as a Technical Assistance Center (TAC) function, coordinating with vendors and technology partners to investigate and resolve technical issues, including product defects, patching requirements, and maintenance activities.
- Maintain accurate Security Solutions Configuration Management by creating, updating, and modifying Configuration Items (CIs) based on incidents, changes, releases, and other operational activities.
- Manage internal and external customer interactions by handling technical calls, providing regular and proactive updates, and ensuring communication remains aligned with agreed support processes and service levels.
- Support and mentor junior team members and Security Associates by providing technical guidance, knowledge sharing, and coaching to strengthen team capabilities.
- Execute activities related to Security Improvement Plans (SIPs) under the direction of Senior Security Engineers, ensuring assigned actions are completed and the relevant SIP action plans are kept up to date.
- Manage technical and management escalations in accordance with established escalation procedures, ensuring security-related activities remain on track and progress efficiently toward resolution or completion.
About you
Requirements & Qualifications
- Bachelor’s degree in Computer Science, Computer Engineering, Communications Engineering, Electronics Engineering, MIS, or a related field.
- Minimum 2 years of professional experience, including at least 2 years of hands-on experience in IT, network, or security support.
- Preferred professional certifications such as CCNA, CCNP, Fortinet, and Palo Alto Networks certifications.
- Strong knowledge and hands-on experience with Palo Alto and Fortinet firewalls, preferably supported by relevant industry certifications.
- Strong understanding of network security technologies, including:
- Palo Alto Firewalls
- Blue Coat and proxy/cache solutions
- F5 LTM and WAF
- Network security and traffic management technologies
- Good knowledge of Cisco networking technologies, including routers and switches.
- Hands-on experience with DNS, DHCP, and IPAM (DDI) solutions, including BlueCat, as well as Pulse Secure SSL VPN technologies.
- Experience with Endpoint Security, Data Loss Prevention (DLP), and SIEM solutions is considered a strong advantage.
- Experience with Microsoft Defender for Endpoint and other Microsoft Azure security solutions is an added advantage.
- Knowledge of endpoint protection and web security technologies, such as Trend Micro, Symantec, McAfee Antivirus, WebWasher, and URL Filtering solutions.
- Strong understanding of IT, networking, and information security fundamentals.
- Strong verbal communication and customer-facing skills, with the ability to communicate effectively with technical and non-technical stakeholders.
- Good understanding of managed security and network services, including Managed Firewalls, Managed Proxies, Managed Antivirus, Managed Switches, and Managed IDS/IPS solutions.
- Familiarity with ITIL-based Incident, Problem, and Change Management processes.
- Strong troubleshooting and analytical skills, with the ability to investigate issues, identify root causes, and drive incidents toward resolution.
- Strong sense of ownership, accountability, and commitment, with a proactive approach to responsibilities.
- Demonstrates effective time management, facilitation, teamwork, and interpersonal skills.
- Passion for technology, curiosity, and a willingness to explore and learn, with the adaptability to work in a dynamic security environment and continuously develop new skills.
What we offer
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.
Only your skills matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.