This role is responsible for Security incident monitoring for Customers who have subscribed to our SOC Monitoring services. This Team also works on conducting VAPT for customers and will also be used for Security assessment at customer site as required.
|Required Educational Qualification
||B.E./ B. Tech in Computer/Electronic/IT or M.C.A or higher from a recognized university
||� CEH, COMPTIA +
� Up to date and relevant ITIL certification
� VMware Certified Professional / Advance Professional
� MCSA / MCSE / MCITP
� RHCE or equivalent
� Citrix Certified Professional/ Expert � Virtualization (CCP-V)
� Citrix XenServer Certified (CC-XenServer)
� Amazon Certified Professional
� Google Certified Professional
Roles & Responsibilities :
-Own customer / user problems and be preemptive when dealing with issues.
-Strictly adhere to established set of processes while handling incident requests.
-Abide by SOP�s for appropriate escalation of unresolved issues to respective internal teams.
-Make certain that all calls are logged in the ticketing system & every activity is timely updated.
-Identify and learn more about the software and hardware used/supported by the organization.
-Follow approved life cycle methodologies, create documentation for design and testing
-Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion.
-Build strong awareness of platforms across product lines and clearly eloquent support decisions and findings.
-Hands-on experience in infrastructure, performance monitoring and management tools escalate issues to relevant stakeholders
-Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics
-Maintain status of problem resolution and stake holders on resolution status
-Extraction of relevant MIS and preparation of reports
-Should have experience in server patching & antivirus troubleshooting
-Upkeep of SOC related infrastructure like monitoring platforms, SIEM etc.
-Involvement in Setup of SOC equipment�s and configuration of the same as required.
-Will be a part of 24X7X365 SOC operations and will need to work in assigned shifts
-Coordinating and adding customers to the Monitoring Systems
-Continuous Monitoring of Customers and ESDS environment and conversion of Security incidents into tickets by eliminating false positives.
-Working on tickets raised by customer on Security Incidents or change request and responding with a Security focused approach in coordination with departments internally and with Customers for timely resolution of Tickets as per defined SLA and to reduce risk from security incidents.
-Checking and monitoring archive and audit logs
-Creating and Testing new policies as per Company/Customer requirement
-Generating reports by collating reports from various tools periodically as per SLA with Customer & sending the same to the Customer
-Participating in Customer and internal Security Audits and addressing issues raised.
-Creating & Testing new policies as per company requirement and implementing the same
-Updating Knowledge and Skills on Security including being abreast with latest Security incidents and Threats
Desired Skills & Experience:
Required Skills :
-Willing to work in 24x7 environment in not just limited to night shifts.
-Process driven, operationally focused
-Professional and positive, with outstanding customer-facing practices
-Analytical and diligent, with great attention to detail
-Resilient: ability to cope successfully under pressure and with shifting priorities
-Effective collaborator and communicator at all levels
-Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative
-Assertive, adaptable, collaborative and creative
-Can-do attitude, willing to go the extra mile
-Awareness: in touch with the day-to-day challenges of the Team
-Consistently follows-up and follows-through on delegated tasks and action
-Have a strong understanding of incident SLA management & ITIL concepts.