Key Responsibilities
- Provide remote corrective and preventive maintenance support on assigned security solutions.
- Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards
- Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions.
- Log support cases with the respective vendors, to resolve product issues. This may involve arranging remote call sessions with the vendor support
- Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support.
- Take ownership of the support cases assigned, and follow-up until case closure.
- Provide technical support for clients according to SLA
- Responsible for level 1 / 2 operation support.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
- Provide fault isolation, root cause analysis for technical issues and perform onsite firmware upgrades
- Ensure compliance to policies, processes, standards and documentation requirements for both internal and clients organization
- Periodic 24x7 on-call/on-site support
Requirements
- Demonstrated skillsets in one of the following solutions (certifications and/or 2-year experiences in deployment, operations and/or maintenance of the solutions):
-Privileged Access Management (PAM) CyberArk, BeyondTrust, Delinea
-Content Disarm Reconstruction (CDR) - Votiro
-Secure Service Edge (SSE) Zscaler, Palo Alto Prism Access
-Data Loss Prevention (DLP) Trellix, Forcepoint, Microsoft Defender / Purview
- Strong troubleshooting and analytical skills for resolving issues and delivering updates to stakeholders
- Basic project management, customer service and stakeholder management skills
- On standby after support hours.
