Internet Support Lead (Proxy Operations and Administration)

Job Summary

This role focuses on the day-to-day operational and administrative oversight of proxy platforms, including Zscaler and related solutions. The position is responsible for keeping internet access reliable, applying web-usage controls, improving traffic routing efficiency, and protecting the performance and security of the organization's proxy environment.

Key Responsibilities

• Oversee proxy administration activities for Zscaler and other proxy tools, including setup, updates, and issue resolution.
• Maintain strong service availability and ensure proxy performance stays at an optimal level.
• Track proxy environments for health, security posture, and policy compliance.
• Diagnose operational problems and coordinate with suppliers such as Zscaler when escalation is required.
• Record and maintain incident and problem management details for proxy-related events.
• Deploy and uphold internet usage and web filtering rules based on business and compliance needs.
• Revise policies when organizational or regulatory requirements change.
• Connect proxy platforms with supporting security systems such as SIEM tools and firewalls.
• Improve web traffic routing and support bandwidth management efforts.
• Prepare reports on proxy usage, traffic trends, and security-related incidents, and analyze the findings.
• Keep configuration records, process documents, and troubleshooting references current and accurate.
• Partner with IT, security, and infrastructure teams to align proxy operations with larger business objectives.
• Work with external vendors to obtain support and drive service improvements.

Required Skills and Qualifications

• Hands-on background in managing proxy technologies such as Zscaler, Blue Coat, or comparable platforms.
• Solid understanding of web filtering, SSL inspection, and core internet security concepts.
• Practical experience resolving network and proxy-related technical issues.
• Working knowledge of integrating proxy services with security products like SIEM and firewalls.
• Familiarity with ITIL practices, especially incident, problem, and change handling.
• Ability to analyze data, produce detailed reports, and write technical documentation clearly.

Preferred Qualifications

• Zscaler certification, such as ZCCP-IA or ZCCP-PA, or an equivalent proxy-focused certification.
• Experience supporting cloud-based proxy environments.
• Exposure to scripting for automation and troubleshooting tasks.

Company Overview

Teleperformance is a worldwide digital business services provider that helps leading brands simplify and improve business operations in ways that are both effective and sustainable.