·       Handle escalations from L1 for security incidents
and service degradation

·       Perform detailed troubleshooting of:

·       Firewall rule/policy issues, NAT/session problems,
VPN tunnel failures

·       Routing/connectivity issues impacting security
devices

·       Security device health/performance issues

·       Implement approved policy/rule changes and security
configurations

·       Perform software patching / minor upgrades /
controlled changes

·       Analyze logs, events, traffic behavior, and
recurring incident patterns

·       Drive restoration for P1/P2 issues within agreed
SLA

·       Coordinate with OEM/L3 support for product defects
or advanced cases

·       Conduct RCA and recommend preventive actions

·       Support security hardening, baseline compliance,
and configuration review/cleanup

·       Maintain technical documentation, MOPs, knowledge
articles, and known error database

·       Support audits, reporting, and governance reviews

·       Mentor L1 resources and improve runbooks/automation
opportunities

·       Required Skills / Competencies

·       Strong hands-on experience in security
infrastructure operations

·       Change, incident, and problem management

·       Ability to perform impact assessment and controlled
changes

·       Working knowledge of compliance/hardening concepts

·       Strong RCA and stakeholder communication skills

·       3–6+ years in security operations / firewall
operations / network security support