• Key Skills – Incident Management, Experience in Security Operations, Knowledge of Cisco ASA, Juniper products.
Good to Have – Knowledge of Bluecoat Proxy & MWG.
Relevant Experience – 3+ years
? This is a shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required.
? Be a part of Technical Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner.
? Responsible for managing the Security related issues for customer as well as supporting issues highlighted by customer and work with other security teams.
? Manage the resolution process for all P1 & P2 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue.
? The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
? The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
? Responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
? Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
? Responsible for the complete process adherence and handling of critical incidents according to SLAs.
? Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
? Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
? Take part in regular service conference calls with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.