Senior L3 Support Engineer – OCD SOC

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.

Customer-Specific Support 

• Provide advanced L3 support across multiple security technologies for various clients.

 • Serve as the technical escalation point for complex, service-impacting incidents.

 • Collaborate with customer vendors to ensure timely fault resolution within agreed SLAs. Release Validation & Vendor Coordination

 • Act as the Operations contact with our Engineering to follow up and get new software and firmware releases for security devices tested and validated 

• Ensure with Engineering release testing, coordination with vendors, and compatibility and readiness without disrupting critical services. On-Call Support

 • Offer on-call assistance during critical incidents, ensuring rapid resolution with minimal operational impact.

 • Handle escalations and urgent requests during off-hours and weekends. Knowledge Sharing & Team Development 

• Serve as a technical resource for internal teams and customer stakeholders.

• Mentor team members and facilitate knowledge transfer through training and collaboration. Proactive Problem & Service Management 

• Perform root cause analysis to resolve recurring issues and develop corrective action plans.

 • Implement Service Improvement Plans (SIPs) to prevent future disruptions.

 • Manage and optimize security policies, including IPS configurations and rule updates. Orange Restricted Escalation & Incident Management 

• Lead technical and managerial escalations to ensure timely resolution of security issues.

 • Keep management informed of critical challenges and progress. Security Service Operations (Global Role)

 • Support the deployment, operation, and management of security services for a diverse, global customer base. 

• Collaborate with different Security Operations Center (SOC) teams across various locations. 

• Manage incident, change, release, capacity, and vulnerability management processes. 

• Troubleshoot and resolve service incidents, assess risks for change requests, and implement solutions. 

• Monitor and validate alarms from intrusion sensors, distinguishing between real and false positives. 

• Analyze application traffic and investigate intrusions through manual correlation. 

• Escalate major security events to senior engineers for further investigation. 

• Perform routine security policy updates, patches, upgrades, and migrations. 

• Maintain accurate configuration management of security solutions. Customer & Team Engagement 

• Manage customer communications, providing regular updates aligned with support processes.

 • Lead and update SIPs, ensuring proactive measures are in place. 

• Facilitate onboarding of new team members and support their integration. 

• Provide technical guidance and mentorship to security associates and SOC team members.

Education & Qualifications: 

• B.Sc. degree in Computer Science, communications or electronics engineering

 Certification at any of the following domains: 

• CCSE or CCSA, SSCP, NSE4, JNCIS-FW, NSE5 or NSE4 and PCNSE along with CCNP or CCSP Security. 

• CCNA security certified. 

• CISSP is a plus.

 

Professional Requirements: 

• At least 3 years of professional experience 

• At least 2 years of IT/Network security technical experience 

• Excellent knowledge of security concepts, including various kinds of vulnerabilities, exploits, attacks, and defense techniques.

• Very good understanding of network security technologies:

 - Firewalls: Checkpoint & Fortinet and Palo Alto mainly other technologies are also acceptable

 - Load Balancers: F5 BIGIP mainly - Intrusion Detection & Prevention and EDR/XDR, X/SOAR, SIEM…. 

- Remote Access Solutions: Pulse Secure MSSL, IPsec, VPN, AAA, PKI, …etc. 

- IAM & MFA - Cloud Security: Zscaler and Prisma cloud, Netskope. 

- Excellent understanding of IT & networking (routing, switching) & network security concepts & technologies. 

- Analytical Troubleshooting experience

 – Familiar with Analyzers such as Wireshark, Fiedler, others… 

- Excellent interpersonal and customer-facing skills. 

- Strong problem solving, analytical thinking and troubleshooting skills. 

- Excellent phone manners and business communication skills. 

- Good understanding of ITIL incident & change management processes. 

- Fluent English (reading and writing) 

- French Language is a plus

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

• 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.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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.