Cyber Security Engineer – Level 2 (L2)
Role Overview
Pelorus Technologies is looking for a Cyber Security Engineer – Level 2 (L2) to support and strengthen our Managed Security Services operations. The role focuses on incident management, troubleshooting, service assurance, and change implementation for enterprise and government customers. The engineer will handle moderately complex security and networking issues, work closely with OEMs and internal teams, and ensure high service quality, SLA adherence, and customer satisfaction in line with Pelorus delivery standards.
Key Responsibilities
- Perform installation, configuration, service assurance, and change management for security solutions including:
- Cisco ASA / Firepower (FTD)
- FortiGate
- Palo Alto Networks
- Cloud-based security services
- Troubleshoot and resolve L2 security incidents and service requests within defined SLAs
- Act as end-to-end owner for assigned incidents, changes, and installations, ensuring timely resolution and effective communication
- Coordinate with OEMs, service providers, and internal engineering teams to expedite incident resolution
- Conduct impact analysis for planned maintenance and provider events affecting customer security infrastructure
- Serve as a primary technical contact for Managed Security Services customers
- Handle customer escalations and provide technical leadership during critical incidents
- Drive SLA compliance, minimize service impact, and support cost-effective service delivery
- Mentor and guide L1 engineers in troubleshooting and operational best practices
- Identify root causes, permanent fixes, and workarounds for recurring or complex issues
- Prepare and maintain technical documentation, change records, and testing reports
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Incident and Change MTTR & SLA compliance
- 100% adherence to customer design standards and documentation
- ≥95% monthly ticket audit compliance
- 100% closure of escalated incidents with permanent fix or workaround
- Quality and timeliness of technical documentation
Qualifications & Certifications
- Bachelor’s Degree in Engineering / Computer Science or equivalent
- Minimum 6+ years of experience in security operations / managed services
- Relevant certifications (one or more):
- CCNP Security / CCNP R&S
- Palo Alto (PCNSA / PCNSE)
- Cisco ASA / Firepower Specialist
- Fortinet NSE certifications
- Zscaler exposure
Preferred
- Fortinet NSE 4 / NSE 5 or higher
- FGSASE
- PCNSA / PCNSE
Technical & Functional Skills
- Strong experience in Managed Security Services / Service Provider environments
- Hands-on expertise in FortiGate and Palo Alto administration and troubleshooting
- Experience with Cisco, Fortinet, Juniper, Check Point, Palo Alto, and Zscaler technologies
- Solid understanding of networking fundamentals and application-layer protocols (HTTP, HTTPS, SSL, FTP, CIFS, MAPI, etc.)
- Experience with SNMP / NetFlow-based monitoring and reporting tools
- Exposure to Fault, Configuration, Performance, and SLA management frameworks
- Scripting knowledge (Shell / Perl on Unix/Linux) is an added advantage
- Strong analytical, troubleshooting, and root-cause analysis skills
Professional Competencies
- Strong sense of ownership and accountability
- Customer-centric mindset with a focus on service quality
- Ability to work under pressure and manage multiple priorities
- Excellent communication skills (verbal, written, and documentation)
- Confident in leading technical discussions with customers and OEMs
- Team player with the ability to collaborate across Operations, and Solution teams
- Ability to work independently with minimal supervision
- Positive attitude and adaptability in challenging environments
