Security Device Management
Use strong TCP / IP networking skills to perform network troubleshooting to isolate and diagnose common network problems
Configure and manage Firewall (FW), Intrusion Detection Systems (IDS), Internal Vulnerability Scanners (IVS), Security Information and Event Management (SIEM), Web Application Firewalls (WAF), and other advanced security platforms
Perform standard changes on customer security devices.
Work with internal Tier 2 and vendor resources to resolve complex issues on managed devices
Resolve problems independently and understand the correct escalation procedures
Report on Security Devices related KPIs to MSS CFC management
Perform security incidents triage as 1st level
Work in 24x7 shifts
Handle and investigate security incidents raised on customer systems
Analyze and respond to security Incidents
Escalate complex cases to L2 and L3 analysts
Contribute to complex cases handling
Manage customer communication on security incidents through customer portal, email, phone
Take responsibility for customer satisfaction and overall success of managed services.
Be available, ready, and able to accept incoming calls.
Respond in a timely manner (within documented SLA) to support tickets.
Document actions in tickets to effectively communicate information internally and to customers.
Recommend improvements for Standard Operating Procedures.
Propose enhancement on tools and workflow.
Participate to system automation initiative
Test new technologies integration in the service
Adhere to policies, procedures, and security best practices.
Participate to service deployment for new customers
IT Operations experience
Knowledge of Service Desk activitiesSecurity devices administration (FW, WAF, IDS, IPS, End-points clients)Service Level Agreement managementCustomer satisfaction management
Knowledge of components of the IT Security technical chain at architecture and technical level
Network security components (TCP / IP, DNS, packet capture)System security components (Windows, Linux)Workstations security componentsOther application level security components
Deep IT components technological knowledge (understanding of technical logs)
Technical certifications are a plus, such as ITIL
Good communication skills (oral and written)
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