Lead Security Administrator

The Managed Service Lead Security Administrator’s primary responsibilities focus on helping Managed Service Customers in their daily work with data protection tasks. This work includes policy/rule management, agent configurations and health checks. The Managed Service Lead Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers & internal partners accordingly.

WHAT YOU'LL DO

• Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/ false positives etc.), policy upgrades, solution health monitoring & use case consultations.
• Create advanced custom rules based on customer non-standard requirements.
• Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives.
• Troubleshoot complex agent performance issues & perform any required configuration changes to MSP systems
• Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis.
• Liaise with customers, as well as perform effective and timely case resolution.
• Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality.
• Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup.
• Follow change management process support by providing clear documentation of planned actions and their status and result.
• Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution.
• Work with cross functional team to deliver secure, stable and supportable infrastructure
• Guide other team members and help them with complex tasks.

QUALIFICATIONS

• 8+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.
• 4+ years’ experience with implementing and managing Digital Guardian solutions and developing rules/ policies
• Bachelor’s degree with a focus in computer science, management information systems or related discipline, or equivalent combination of education and experience
• Demonstrated Multiplatform fluency with Linux, OSX and MS Windows
• Familiarity with VMware/HyperV virtualization technologies sufficient to facilitate the access, setup and management of predefined templated environments for testing, triage and production application support.
• Working knowledge of Systems Scripting (PowerShell ,VBS, batch or similar)
• Competency with Windows, OSX and Linux operating systems user function, administration and trouble shooting.
• Solid prioritization and time management and logical problem identification and diagnosis skills.
• Windows MSI and Shell Script installation package construction (.pkg) for Linux and OSX.
• Advanced debugging skills of endpoint computers.
• Basic knowledge of MSSQL and Database concepts and backup/recovery methodology.
• Prior work interfacing with Microsoft Dynamics365 or similar case management services.
• Excellent customer expectation management and communication skills.
• Use of remote meeting and access utilities to facilitate customer interaction.

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