- Provide technical support and incident resolution by managing Web Application Firewalls, Cisco ASA, and Palo Alto devices to ensure secure and uninterrupted application services.
- Conduct root cause analysis on escalated issues, utilizing Web Application Firewall configurations and Cisco ASA policies to prevent future occurrences and strengthen the overall security posture.
- Contribute to knowledge management by updating the knowledge base and developing training materials for new team members, ensuring adherence to best practices in firewall management and operations.
- Independently manage and resolve support tickets within agreed Service Level Agreements (SLAs), leveraging Web Application Firewall tools to efficiently troubleshoot and mitigate issues.
- Enhance customer experience and drive positive feedback through effective problem resolution strategies, achieving first call resolution metrics with minimal case reopens.

