Sr.Engineer - Customer Service Operations (Cloud & Security Customer Service Operations) - B2101_2

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Purpose - Broad objective of the role

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

Key Responsibilities

• Experience in managing security products – PIM-Arcos,DAM, Data Classification,Data Classification, MDM Solution, DCS,MFA and any other technologies will be added advantage.
• Analysis of escalated incident and define correlation rules
• Ensure SLA are achieved & work proactively to maintain the same.
• Strong working knowledge of hacking tools and techniques
• Strong experience in Incident Management cycle
• Monitoring the security environment/appliance/software/service that are critical to the business and IT infrastructure for the solutions in scope
• Responsible for scoped security solution/device administration, solution recommendation, Escalation resolution, maintaining Knowledge base, Escalation point for device issue resolution, Patch implementation, Rule base Management, version upgrades
• Experience in managing security products – PIM-Arcos,DAM, Data Classification,Data Classification, MDM Solution, DCS,MFA and any other technologies will be added advantage.

Technical Competencies

• Experience in managing security products – PIM-Arcos,   EPP - Trend Micro, MDM Solution and any other technologies will be added advantage and any other technologies will be added advantage
• Responsible for scoped security solution/device administration, solution recommendation, Escalation resolution, maintaining Knowledge base, Escalation point for device issue resolution, Patch implementation, Rule base Management, version upgrades

• Good technical skillset in Proxy, Arcon Pam

• Good Technical skillset in Privilege Identity Management (PIM). 

Knowledge / Skills