Sr Customer Service Executive

Broad outline of the Role

Installing ArcSight Connectors
Integration of new devices into ArcSight
Doing troubleshooting if any device is not forwarding logs
 Preparation and submission of Daily Health check-up Report , Weekly Report , Weekly Threat Hunting Report and Monthly report
Creation of ArcSight Content Rules ,Reports ,channels and dashboard
Rule Fine Tunning

Purpose - Broad objective of the role

Monitoring and analyzing Realtime incidents and verifying whether its true positive or false positive.
Incident Handling and Mitigation
Raising true positive incidents to respective team members.
Creating tickets and raising to concern team and taking follow-up for closure of tickets
Monitoring security systems and networks for anomalies.

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 0-4 years of experience

Other knowledge/skills

• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

Knowledge / Skills