Technical Support Engineer - Network & Security Operations

Job description

Technical Support Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people---Kyndryls---that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role In thi s profile , you will be critical in ensuring the smooth operation of our customers' IT infrastructure. You'll be the mastermind behind maintaining and optimizing their systems, ensuring they're always running at peak performance. You will interact with the Account team and Customer, understanding Japanese work culture will be an added advantage. Your responsibilities will include: Network Operations \& Incident Management Provide L2/L3 support for enterprise LAN, WAN, and network security infrastructure. Handle network incidents, service requests, problem management, and RCAs within defined SLAs. Actively participate in major incident bridge calls and provide structured updates. Work closely with SNOC (Security Network Operations Centre) and escalate to OEMs where required . Provide L2/L3 support for enterprise LAN, WAN, and network security infrastructure. Handle network incidents, service requests, problem management, and RCAs within defined SLAs. Actively participate in major incident bridge calls and provide structured updates. Work closely with SNOC (Security Network Operations Centre) and escalate to OEMs where required . Zero Trust \& Security Operations Support Support environments aligned with Zero Trust architecture, including: Secure access control Identity ‑ based network policies Continuous monitoring and threat visibility Perform operational support for security and network integration points under the Zero Trust model. Assist in enforcing least ‑ privilege access, secure connectivity, and policy compliance. Candidate is not expected to "design" Zero Trust but must understand how Zero Trust works operationally and how network components integrate with it. Networking \& Security Tools Enterprise firewalls ( e.g. Palo Alto, Fortinet, Cisco Firepower) Secure access / perimeter solutions ( e.g. Prisma Access or similar) VPN technologies (site ‑ to ‑ site, remote access) Zero Trust / Security Platforms (operational exposure expected) Microsoft Defender for Endpoint Microsoft Defender for Cloud Apps Microsoft Sentinel (SIEM -- operational monitoring \& alert handling) Identity \& access concepts aligned with Microsoft Entra ID Strata Cloud Manager Operations \& Monitoring Tools ServiceNow (SNOW) for incident/change management SNOC / NOC monitoring platforms Network monitoring tools (SNMP ‑ based dashboards, logs, alerts) Change, Maintenance \& Governanc e Support planned changes, maintenance windows, and network upgrades. Execute configuration changes under approved change records. Follow strict governance, ITSM, and audit requirements expected in Japan accounts. Maintain SOPs, runbooks, and operational documentation. Stakeholder \& Japan Client Interaction Work closely with: Service Managers and Delivery Managers SNOC and global security teams Communicate clearly during incidents, escal ations, and reviews. Provide precise written updates suitable for leadership and customer reviews. This role will involve creating work plans, coordinating tasks with relevant stakeholders, drafting and reviewing procedures, investigating issues, and executing change implementations. Someone who has experience working on live projects and understanding customer requirements on-the-go. Create and test the implementation plans (check execution results). You'll be the mastermind behind maintaining and optimizing their systems, ensuring they're always running at peak performance. Coordinate and collaborate with cross-functional teams, vendors, and third-party suppliers. Ensure delivered solutions are realized in committed time frame and meet client expectation Establish a quality management system: tracking of project milestones, quality and KPIs Manage project risks, issues, and dependencies, implementing effective mitigation strategies. You will interact with the Account team and Customer, so you are expected to be fluent in your domain. Not only will you be responsible for managing and maintaining the IT infrastructure, but you'll also be able to work on cutting-edge technologies and innovative solutions that will shape the future of the industry. Your future at Kyndryl Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. Who You Are You're good at what you do and possess the required experience to prove it. However, equally as important -- you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused -- someone who prioritizes customer success in their work. And finally, you're open and borderless -- naturally inclusive in how you work with others. Required Technical and Professional Expertise: Experience: Minimum 4-10 years of experience in IT infrastructure management projects. Core Networking Strong understanding of: Routing \& Switching (L2/L3) VLANs, STP, OSPF, BGP (operational level) TCP/IP, DNS, DHCP Proven experience in enterprise network troubleshooting. Network Security Hands ‑ on