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Platform Operations
Own the day-to-day operation of Netskope Cloud Firewall, SWG, NPA, and DNS Security services.
Monitor platform health, policy enforcement, client connectivity, traffic steering, and service performance.
Perform routine administration, configuration updates, and tenant maintenance.
Ensure service availability and adherence to operational service levels.
Participate in on-call support and major incident response activities.
Incident & Problem Management
Act as the Tier 3 escalation point for Netskope-related incidents.
Troubleshoot user connectivity, application access, DNS, steering, SSL inspection, and policy enforcement issues.
Conduct root cause analysis and develop corrective action plans.
Lead technical bridge calls during high-priority incidents.
Drive permanent fixes for recurring operational issues.
Policy Administration
Maintain Cloud Firewall, SWG, NPA, DLP, and DNS Security policies.
Review firewall and web access requests.
Manage business exceptions, whitelists, bypasses, and policy changes.
Ensure policy changes follow governance and change management processes.
Validate policy effectiveness and recommend security improvements.
Service Monitoring & Reporting
Monitor operational dashboards and service health metrics.
Track key performance indicators, trends, and service issues.
Develop reports covering platform utilization, security events, top blocked activities, policy effectiveness, and operational health.
Support audit requests and operational reviews.
Change & Release Management
Execute production changes within Netskope environments.
Support software upgrades, client deployments, steering changes, and policy rollouts.
Validate changes in test and pilot environments before production deployment.
Participate in change advisory board (CAB) processes and release readiness reviews.
Continuous Improvement
Identify opportunities to improve operational efficiency and platform performance.
Reduce policy complexity and eliminate obsolete configurations.
Develop automation for repetitive operational tasks.
Create and maintain runbooks, knowledge articles, and standard operating procedures.
Drive operational excellence initiatives across the Netskope service.
Stakeholder Support
Partner closely with Security Operations, Service Desk, Endpoint Engineering, Network Services, and IAM teams.
Provide expert guidance during application onboarding and troubleshooting activities.
Support business units with exception requests and operational queries.
Mentor junior engineers and support personnel.
