Managed Service Security Administrator

About this role

Hello! We are looking for a Managed Service Security Administrators in Mexico. Your primary responsibilities will 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 Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers inside these calls.
Essential Functions

• 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.

• 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.

• 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

Position Qualifications

•
5+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.

•
2+ 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 fluencywith Linux, OSX and MS Windows

• Familiarity with VMware/HyperV virtualization technologiessufficient 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 systemsuser 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.

• 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.

Originally posted on Himalayas