I. JOB SUMMARY

The Service Delivery Associate (Network & Security) is responsible for supporting daily operations, service delivery coordination and maintenance of network and security infrastructure under SPG accounts. The role requires strong technical expertise in Fortinet, F5, and Cisco technologies, coupled with solid coordination skills to ensure SLA compliance, timely ticket resolution, and consistent service quality. This position collaborates closely with CIT, CSM, TG, AM’s, and vendor support teams (e.g., Fortinet TAC, F5 Support, Cisco Support) to ensure smooth service operations, preventive maintenance execution, and effective escalation handling.

II. DUTIES AND RESPONSIBILITIES

• Monitor and support day-to-day network and security operations across DITO production and branch environments.
• Provide first-level and minor escalation support for Fortinet firewalls, F5 load balancers, and Cisco switches/routers, and coordinate with TG and vendors for advanced escalation. Ensure timely handling and closure of Ivanti tickets (Incident, Service Request, and MACD) within defined SLAs.
• Coordinate with vendor TACs (Fortinet, F5, Cisco) for issue resolution, firmware updates, and bug remediation.
• Monitor and track preventive maintenance, health checks, and software/firmware upgrade activities in alignment with SPG account deliverables and approved change processes.
• Maintain and update operational trackers such as spares and RMA inventory, Versa PO vs deployment, and MA renewal tables.
• Ensure data accuracy and timely updates for management and audit readiness
• Participate in coordination calls and walkthroughs with AM’s, CSM, TG, and vendor teams for issue updates and service improvements.
• Monitor internal documentation initiatives such as Method of Procedure (MOP), Post Activity Reports, and Change Logs.

III. QUALIFICATIONS

A.    Minimum Education

• Bachelor’s degree in Information Technology, Computer Engineering, or related field.

B.    Minimum Experience/Training

• 1–2 years of experience or equivalent exposure through internships or managed services roles in network/security operations or service delivery.

C.    Competency

• Strong hands-on experience with Fortinet firewalls (FortiGate/FortiManager), F5 BIG IP, and Cisco routing/switching.
• Certifications such as Fortinet Cisco CCNA/CCNP are highly preferred.
• Experience with Ivanti, SolarWinds, or equivalent ticketing and monitoring tools.
• Strong coordination, documentation, and communication skills.
• Detail-oriented, proactive, and capable of working under minimal supervision.
• Willing to be on-call and support after-office or weekend activities when required.

Core Competencies

• Technical Troubleshooting (Network & Security)
• SLA and Ticket Management
• Vendor Coordination and Escalation Handling
• Documentation and Reporting Accuracy
• Customer-Oriented Mindset
• Team Collaboration and Process Adherence