Role Summary
HCLTech is seeking a skilled Senior Administrator (Support & Operations) specializing in Data Loss Prevention (DLP) and Palo Alto Firewalls in Noida. This critical role focuses on delivering advanced technical support, troubleshooting complex network security incidents, and performing deep root cause analysis. You will collaborate with cross-functional infrastructure teams to optimize security postures across Zscaler and Palo Alto deployments while maintaining high operational efficiency and regulatory compliance standards.
Key Responsibilities
- Security Implementations: Apply industry best practices across Zscaler and Palo Alto Networks environments while adhering to strict internal quality standards and regulatory compliance requirements.
- Advanced Support & RCA: Provide L2/L3 escalation support for complex security incidents. Conduct comprehensive root cause analysis (RCA) to permanently remediate infrastructure threats across Zscaler DLP, CASB, and SSE.
- Incident & Ticket Management: Resolve high-priority support tickets within agreed Service Level Agreements (SLAs), collaborating with peripheral network and infrastructure teams.
- Customer Experience Optimization: Enhance overall CSAT scores by executing effective first-call resolution strategies, minimizing reopened cases, and proactively mitigating perimeter vulnerabilities.
- Knowledge Management: Drive continuous learning by documenting technical resolutions, creating infrastructure runbooks, and mentoring junior operations analysts.
Technical & Skill Requirements
- Security Technology Expertise: Strong core engineering proficiency in Zscaler platforms and Palo Alto Networks firewall deployments.
- Cloud Security Knowledge: Practical operational understanding of Data Loss Prevention (DLP), Cloud Access Security Broker (CASB), and Security Service Edge (SSE) frameworks.
- Operations & Incident Management: Proven troubleshooting background tied to standard ITIL incident management workflows and enterprise ticketing tools.
- Preferred Certifications: Palo Alto Networks Certified Network Security Engineer (PCNSE) or Zscaler Certified Professional certifications are highly desirable.
- Soft Skills: Strong analytical problem-solving mindset, clean documentation habits, and precise verbal and written English communication for technical cross-team collaboration.
About HCLTech
HCLTech is a premier global technology firm, home to more than 223,000 specialists across 60 countries, delivering cutting-edge digital, engineering, cloud, and cybersecurity capabilities.