Service Owner, Network Security (Zscaler & Palo Alto GlobalProtect)

About the role

The Network Service Owner operates the Zscaler and Palo Alto GlobalProtect services across their full lifecycle, supporting the Service Managers in defining and maintaining the service strategy and roadmap and using Managed Services partners to run the services. The role is based in Prague.

Key responsibilities

• Provide holistic service management for the network services, supporting the Service Manager from initial design through decommissioning
• Ensure network performance, availability and scalability, and handle Level 3 incident, request, change, problem, risk and supplier management, including timely escalations
• Maintain hardware and software at a good operational level, coordinate firmware patching and hardware replacements, and oversee network infrastructure maintenance
• Implement Adecco Group security guidelines, including periodic security reviews of assigned services
• Support the definition and governance of the project portfolio, and support key projects hands-on, guiding project managers and external project resources
• Maintain network documentation, KB articles and diagrams, and supervise Managed Services partners, reviewing their performance and driving Service Improvement Plans
• Support budgeting and invoice validation

Required profile

• 4+ years in a Network Service Management or Network Engineer role
• Experience with internationally based customers and service providers
• Fluent English; ability to convince and persuade outside the direct reporting line
• University degree, preferably in a technical subject
• Ability to work under strong pressure and in crisis situations, and to build proactive, respectful relationships with customers, peers and stakeholders
• Sensitivity to different cultures; occasional travel (up to 20%) required

Required skills

• Proficiency in network protocols such as TCP/IP, BGP and OSPF
• Understanding of ITIL customer support and service level management processes
• Significant experience resolving escalated incidents
• CCNA or equivalent; CCNP or other vendor certifications preferred; ITIL Foundation or above is a plus