Senior VPN Analyst

4 weeks ago

Palo Alto CA, United States Talasoft Full time

The primary goal of this role is to offer operational assistance for the Remote Access VPN Management Service, which delivers round-the-clock VPN support to our member firms. This position entails close collaboration with various teams and vendors to ensure exceptional customer support.

The VPN Analyst role necessitates a skill set that enables the individual to provide top-notch service while meeting the business's expectations for a highly available and flexible infrastructure. This entails strong communication skills, a thorough understanding of core, specialized, and technical competencies, and a solid grasp of enterprise IT infrastructure operational practices adhering to industry best standards.

Key Responsibilities:

- Deliver operational support for remote access VPN across multiple F5 platforms spanning global and Cloud infrastructure.

- Monitor, operate, and manage VPN devices 24x7.

- Act as the initial responder to monitored alerts, incidents, and issues.

- Conduct monitoring and troubleshooting of F5 BIG-IP LTMs and APM modules.

- Execute VPN policy changes, analysis, and cleanup as requested by our member firms.

- Provide transparency and insights to assist customers in understanding Remote Access VPN activity and usage.

- Create and maintain network and application-level documentation for the F5 BIG-IP environment.

- Track and evaluate F5 APM and security alerts.

- Collaborate with our member firms and vendor resources to resolve availability, performance, and security incidents involving Remote Access VPN.

- Coordinate, triage, and troubleshoot activities with customers.

- Ensure adherence to established standards, procedures, and processes.

- Communicate and collaborate with customers and peers across different time zones and countries.

- Strong written and verbal communication skills are essential for effectively conveying complex ideas to all levels of management.

Additional responsibilities, irrespective of the team, encompass:

- Ensuring the continuous availability and reliability of Remote Access VPN services and systems.

- Responding to and managing service issues and problems.

- Upholding awareness and compliance with ISMS policies and guidelines.

- Reporting, pursuing, communicating, and escalating any breaches in information security or policies when necessary.

- Coordinating and working with on-site engineers during outages or critical situations.

- Adhering to established incident management SLAs and SLOs.

- Documenting troubleshooting and process-related documents for the team.

- Active participation in global working groups responsible for global technology system and infrastructure deployment and development.

- Providing input for peer performance reviews.

- Mentoring staff on technical processes and procedures.

Knowledge Sharing / Documentation:

- Contributing to the production and maintenance of processes, procedures, operational, and architectural documentation in compliance with CTO standards.

- Ensuring compliance with change control processes, standards, and documentation.

- Assisting in training new staff on technical processes and procedures.

- Collaborating with CTO leadership and application teams to review new documentation.

Requirements

The duties outlined in this section represent the fundamental responsibilities for this role. Additional responsibilities may be introduced or adjusted in response to business requirements. Managers of this position may assign other tasks at their discretion.

Qualifications

Education/Other

- A Bachelor's Degree or College Diploma in Computer Science or equivalent industry experience.

Technical Proficiency:

- Proficiency in F5 LTM (Local Traffic Manager) and APM (Access Policy Monitor) Modules.

- Familiarity with Checkpoint, Palo Alto, and Cisco remote access VPN technologies is advantageous.

- Understanding of F5 DNS is a valuable asset.

- Knowledge of LAN/WAN and network protocols.

- Competence in monitoring tools and commands to ensure swift issue resolution.

- Familiarity with the F5 BIG IQ management platform.

- Proficiency in server technologies is a plus.

- Knowledge of virtual technologies is beneficial.

- Exceptional written and verbal communication skills are necessary, with the ability to convey complex ideas to individuals at all management levels effectively.

- Sensitivity and cultural awareness are crucial due to interactions with a diverse global audience.

- Demonstrated discipline and experience in handling confidential and sensitive information.

- Excellent time management and meticulous attention to detail are essential.

- The ability to prioritize efficiently and execute tasks in a high-pressure environment is a must.

Additional Qualifications:

- Professional qualifications are preferred, including:

- F5 BIG-IP Administration Certification

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