Network Support Engineer

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE

• Act as first-line support for network and security operational requests, managing and resolving tickets logged via ServiceNow in line with agreed SLAs.
• Create, amend, and remove firewall rules on Palo Alto NGFW via Panorama and Strata Cloud Manager (SCM), following approved change requests and the firm's security policy.
• Administer and support Zscaler ZIA and ZPA policies, including URL/application access requests, policy exceptions, and troubleshooting user connectivity issues.
• Raise, track, and progress changes through ServiceNow change management, ensuring accurate documentation, approvals, and an audit trail for all firewall and network changes.
• Monitor network and security alerts, triaging issues and escalating to senior network engineers where deeper investigation or architectural change is required.
• Proactively review and improve the SNMP-based network monitoring and alerting setup, working with senior engineers to increase visibility, reduce noise, and mature alerting coverage across the estate.
• Perform routine access reviews, rule clean-up, and housekeeping tasks across the Palo Alto and Zscaler estates to maintain a clean and auditable policy base.
• Support incident response for network and security events, gathering diagnostic information and assisting senior engineers with resolution.
• Maintain accurate, up-to-date documentation of network configurations, firewall rule sets, and standard operating procedures.
• Liaise with global network engineering colleagues, business users, and other technology teams to understand requests and provide clear updates on progress.
• Assist with basic network troubleshooting (connectivity, routing, VPN, DNS) using standard diagnostic tools, escalating complex issues to senior engineers as appropriate.
• Participate in a shift or on-call rota providing regional support coverage outside of core hours as required.

SPECIAL CIRCUMSTANCES (e. g. shifts, travel overseas, hours)

• Role based in the Bangalore office; shift patterns to be agreed, including a requirement to cover extended hours to support global operations
• Weekend and on-call work will also be necessary on a rota basis
• Occasional travel to other Brevan Howard offices may be required

PERSON SPECIFICATION

WORK EXPERIENCE/BACKGROUND

Essential

Desirable

• 5+ years' experience in a network or IT operations support role, ideally within a ticket-driven, process-controlled environment
• Demonstrable experience administering firewall rule changes and access requests in a live production environment
• Strong attention to detail and the ability to follow defined change management and security processes accurately
• Comfortable managing a high volume of tickets and requests, prioritising effectively to meet SLAs
• Good verbal and written communication skills, able to liaise clearly with global colleagues and business stakeholders
• Experience within a hedge fund, asset manager, or other financial services technology environment is strongly preferred
• Exposure to working within a regulated, compliance-driven environment
• Experience working within a global, follow-the-sun support model

Essential

Desirable

• Palo Alto NGFW firewall rule administration via Panorama (essential)
• Palo Alto Strata Cloud Manager (SCM) — policy and object management (essential)
• Zscaler ZIA and ZPA — policy administration, access requests, and basic troubleshooting
• ServiceNow — incident, request, and change ticket management
• CCNP-level routing and switching knowledge, with solid core networking fundamentals: TCP/IP, DNS, VLANs, OSPF/BGP basics
• Basic troubleshooting using tools such as ping, traceroute, and packet capture
• Familiarity with SNMP-based network monitoring and alerting tools, with an interest in helping to mature and improve monitoring/alerting coverage across the estate
• Ability to read and interpret firewall logs and basic packet captures to support issue diagnosis
• CCNA or an equivalent networking qualification
• Palo Alto PCNSA/PCNSE certification, or actively working towards one
• Exposure to Cisco switching and routing (IOS/NX-OS)
• Exposure to network monitoring tools such as LogicMonitor
• Basic scripting or automation exposure (e.g. Python)
• Exposure to cloud networking (AWS) fundamentals

TECHNICAL SKILLS/KNOWLEDGE/PROFESSIONAL QUALIFICATIONS

COMPETENCIES/OTHER REQUIREMENTS

• Proactive, self-starting approach — looks to identify and improve processes, monitoring, and tooling rather than simply responding to tickets
• Methodical, process-driven approach with excellent attention to detail
• Willingness to follow established change and security procedures accurately and without deviation
• Calm and organised when managing a high volume of tickets and requests
• Takes ownership of assigned tickets and follows through to resolution
• Good written and verbal communication skills
• Strong team player, comfortable working with colleagues across regions and time zones
• A proactive willingness to learn and develop technical skills over time