Zscaler SSE Expert and Service Owner - Freelance

Context

The Group IT department is organized around Shared Line of Services (SLS) to deliver global services to all group entities.

SLS infrastructure delivers Cloud Service Provider based services (AWS and Azure) and centrally managed Network services (Backbone, Site-to-site VPN, internet access filtering, VPN access for end users, IPAM, SDWAN solution).

Within the SLS Infrastructure, the Network & Security SSE Expert will be a member of the Engineering team, responsible for designing, deploying, and maintaining new service offers based on high-end market solutions. Becoming the product owner of these services, the expert will conduct RFPs to select the most appropriate technical solutions for network infrastructure services, ensuring smooth integration into the IT information system. The expert will design the solution and define the corresponding service offer in the SLS infrastructure service catalog.

Achieving a scalable design respecting corporate standards and cybersecurity rules, and transitioning the service to operations within the Side Partner operations team, is mandatory to operate at scale.

The expert will also ensure technologies used are updated according to vendor lifecycle and that vulnerabilities are addressed within deadlines required by Cyber teams.

They will ensure service health is properly monitored through existing monitoring solutions and that service consumption can be charged back to customers.

Customers should be able to raise service and support requests modeled by the product owner in the ITSM solution.

Finally, the expert will handle support escalations from the Operations Team with necessary assistance from vendors.

Missions

• Define Network & Security around SSE Solution Zscaler
• Conduct RFPs to select the right technology
• Produce KPIs based on delivered services
• Maintain the product lifecycle
• Ensure level 3 support with vendor escalation when required
• Ensure proper transition of run activities to operational teams
• Define service monitoring, backup, service request, and support escalation paths
• Contribute to billing and chargeback models applied to customers
• Ensure standards and cybersecurity rules are respected
• Interact with necessary stakeholders to define, budget, design, build, maintain, monitor, backup, report, support, and charge services back to customers
• Become product owner of SLS infrastructure services
• Design and maintain network and security services
• Respect cybersecurity requirements for service design
• Ensure transition to operations of the services
• Ensure proper level of backup
• Define monitoring rules and ensure proper monitoring
• Assume level 3 support on the services
• Contribute to cost optimization of managed services
• Arrange webinars on major feature updates and changes
• Deliver automation-driven services
• Ensure proper documentation (ISO 27001)
• Create KPI dashboards for services
• Present feature availability, updates, or improvements to the Design Authority and Architecture Review Board
• Contribute to security audits, risk assessments, pentests, and remediation

Deliverables (ISO 27001)

• High-Level Design (HLD)
• Low-Level Design (LLD)
• Standard Operating Procedures (SOP)
• KPI Dashboards
• Root Cause Analysis (RCA)

Tools & Environment

• SSE Solution: Zscaler (ZIA & ZPA)
• Cloud platforms: AWS, Azure
• Network equipment: Juniper, Cisco, Meraki
• Firewall solutions: Fortinet, Cisco, Palo Alto
• SD WAN solutions: Cisco Catalyst, Cisco Viptela
• Operating systems: Windows, Linux Redhat
• Network Access Control (NAC) solution: Cisco ISE (appreciated)
• VPN: Site-to-site VPN (Fortinet, Cisco)
• ITSM solution for service and support requests
• Monitoring and backup tools aligned with ISO 27001 standards

Working Conditions

• Position involves interaction with multi-disciplinary and multi-cultural teams
• Requires strong organizational and coordination skills
• English language proficiency required
• Vendor contract management experience required
• Role includes responsibility for service lifecycle management, support escalation, and cost optimization
• Emphasis on compliance with cybersecurity and corporate standards