Mss Analyst - Skyhigh Proxy

We are seeking a skilled and motivated L2 Support Engineer with hands-on experience in Skyhigh Web Proxy and Cisco Umbrella technologies to join our IT Security team. The successful candidate will be responsible for providing technical support, troubleshooting, incident resolution, and ongoing maintenance of web proxy solutions and cloud-based security services.

The role requires close collaboration with Network, Security Operations, and other IT teams to ensure the availability, performance, and security of the organization's web access infrastructure.

2. Key Responsibilities

2.1 Skyhigh Web Proxy Support

• Provide Level 2 technical support for Skyhigh Web Proxy, including configuration, troubleshooting, and incident resolution.
• Monitor and maintain proxy infrastructure to ensure optimal performance and availability.
• Assist with the deployment, configuration, and maintenance of Skyhigh Web Proxy solutions.
• Perform root cause analysis (RCA) for recurring issues and implement corrective and preventive measures.
• Collaborate with cross-functional teams to ensure seamless integration with existing network and security infrastructure.

2.2 Cisco Umbrella Support

• Administer and support Cisco Umbrella for DNS-layer security, web filtering, and cloud-based threat protection.
• Monitor Cisco Umbrella dashboards, investigate security alerts, and resolve policy-related issues and service disruptions.
• Configure and maintain DNS policies, security settings, and filtering rules in accordance with organizational security requirements.
• Troubleshoot and support integrations with security solutions, including Security Information and Event Management (SIEM) and Endpoint Detection and Response (EDR) platforms.
• Investigate and resolve DNS resolution, web access, and policy enforcement issues.

2.3 Incident and Problem Management

• Respond to escalated Level 2 support tickets related to Skyhigh Web Proxy and Cisco Umbrella within defined Service Level Agreements (SLAs).
• Investigate, troubleshoot, and resolve technical incidents using a structured approach.
• Perform root cause analysis and document incident findings, resolutions, and preventive actions