Network Security Engineer
Infosys
08.2023 - Current
Hi, I’m
Arunkumar M
Network Security Engineer
Coimbatore
Summary
To work in an environment that provides a challenging and rewarding career ensuring a highlevel job satisfaction. Excited and open to developing new skills, and persistent learning in the security domain as it is fascinating and important today to combine technical skills, creativity, and ethical awareness.
Skills
- Firewall configuration and management
- Network troubleshooting
- Cloud security
- VPN configuration and support
- Alert monitoring
- Incident management
- Problem management
- ITIL framework
- Agile way of working
- Strong analytical skills, problem-solving, and effective communication
- Persistent learner about new technologies
- Skilled at working independently and collaboratively in a team environment
- Analytical and critical thinking
- Cross-functional collaboration
Certification
- Checkpoint Certificated System Administrator
- AWS Certified Cloud Practitioner
- Certified in Cybersecurity training completion, ISC2
- Red hat Linux Administration training completion, HB Services
- ITIL Service Operations - Foundation
- Six Sigma - Green Belt certified
- Cybersecurity Foundation certified - Purdue University
Work History
InfosysCoimbatore
Network Security Engineer
08.2023 - Current
Job overview
- Providing technical support, managing incidents, and ensuring high end-user satisfaction levels through the solution of their problems within SLA.
- Assistance with configuring different modules on firewalls, such as IPsec VPN, IPS policies, firewall rules, advanced threat protection, high availability, and application protection.
- Troubleshoot issues related to network outages, high CPU usage, IPS, anti-virus, advanced threat protection, VPN, and firewall rules.
- Ensure that certificates and licenses for the firewall policies and VPN management are up to date.
- Block malicious domains in DNS policies and firewall.
- Created knowledge base articles or SOPs to capture the troubleshooting that the support team performed.
Infosys LimitedCoimbatore
Incident and Problem Manager
03.2022 - 07.2023
Job overview
- Liaise with cross-functional support teams, vendors, and stakeholders (both internal and external) during the priority calls to share updates about ongoing priority calls promptly.
- Ensure that escalated and VIP incidents are handled on a priority basis, with defined SLAs.
- Validate the aging incidents/tasks, assemble the required respective cross-functional teams, and work closely to resolve those incidents.
- Perform quality audits for the incidents processed by support engineers, and share feedback if there is a flaw or appreciation for their good work.
- Analyze open issues in the environment, and raise a proactive problem record. Work together with respective support teams to investigate and isolate the issue.
Tata Consultancy ServicesCoimbatore
Major Incident Manager
09.2020 - 03.2022
Job overview
- Led the Priority 1 and Priority 2 bridge calls during the shift, drove the Level 2 groups to obtain resolution and root cause, and managed effectively within SLA.
- Collaborate with cross-functional teams to proactively resolve incidents and mitigate the impact to customers and partners.
- Responsible for sharing communication and reporting major incidents with the stakeholders (both internal and external).
- Provide communication about the major ongoing issues and planned outages regularly.
- Coordinating with the Problem Management team to record the detailed RCA of major incidents.
- Conducted monthly audits for the CMDB application services (200+).
- Process Improvements: Identify and construct new process frameworks, as well as review, recommend, and document improvements to established processes.
Tata Consultancy ServicesChennai
Incident Manager
11.2018 - 09.2020
Job overview
- Performed team quality monitoring and continuous improvement driving.
- Led the team as a point of contact for escalated contact resolution of a business-impacting, or sensitive nature.
- Ensure that problem incidents receive the appropriate amount of attention through timely follow-up.
- Adhering to the SLA (Service Level Agreement) process defined for each categorization and severity of the alerts.
- Periodically analyzing the lifecycle of the incident and closing it as per the agreed guidelines.
- Publishing weekly and monthly alert analyses, and incident analyses, and employing a systematic approach to fine-tune the alert mechanism.
- Maintaining, reviewing, and updating the process-related documents related to the operation center activities.
Tata Consultancy ServicesChennai
Helpdesk Support Lead
11.2017 - 10.2018
Job overview
- Drive the team to achieve the quality parameters, CSAT, and maintain the abandoned rate of calls and chats.
- Handling VIP requests, ticket follow-ups during business hours, and highlighting urgent requests.
- Collecting priority checklist information and engaging the incident manager for priority 1 and 2 requests.
- Conducting weekly meetings to discuss the parameters met and missed.
Tata Consultancy ServicesChennai
Helpdesk Analyst
07.2016 - 11.2017
Job overview
- Technically assist employees globally.
- Single point of contact for all queries related to hardware, networking, VPN, Outlook issues, password issues, and Active Directory.
- Achieve SLAs on quality, talk time, and customer satisfaction.
- Ensuring quality and compliance are maintained, and targets are achieved as per the business goals of the team.
Education
Simplilearn
Post-Graduate Certificate from Cyber Security
12-2023
Bharathiar University
Master of Computer Applications
11.2023
RVS College of Arts And Science
B.Sc. Electronics and Communication System
01.2016
Accomplishments
- Best Rookie Performer Award, Tata Consultancy Services
- Insta Awards towards effective queue management, Infosys Ltd
Timeline
Incident and Problem Manager
Infosys Limited
03.2022 - 07.2023
Major Incident Manager
Tata Consultancy Services
09.2020 - 03.2022
Incident Manager
Tata Consultancy Services
11.2018 - 09.2020
Helpdesk Support Lead
Tata Consultancy Services
11.2017 - 10.2018
Helpdesk Analyst
Tata Consultancy Services
07.2016 - 11.2017
Bharathiar University
Master of Computer Applications
RVS College of Arts And Science
B.Sc. Electronics and Communication System
Simplilearn
Post-Graduate Certificate from Cyber Security
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