Lead Security Administrator

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more! 

At Fortra, we’re breaking the attack chain. Ready to join us? 

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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