Key Responsibilities
· Provide remote corrective and preventive maintenance support on assigned security solutions.
· Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards
· Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions.
· Log support cases with the respective vendors, to resolve product issues.
This may involve arranging remote call sessions with the vendor support
· Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support.
· Take ownership of the support cases assigned, and follow-up until case closure.
· Provide technical support for clients according to SLA
· Responsible for level 1 / 2 operation support.
· Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
· Provide fault isolation, root cause analysis for technical issues and perform onsite firmware upgrades
· Ensure compliance to policies, processes, standards and documentation requirements for both internal and clients' organization
· Periodic 24x7 on-call/on-site support
Requirements
· Demonstrated skillsets in one of the following solutions (certifications and/or 2-year experiences in deployment, operations and/or maintenance of the solutions):
-Privileged Access Management (PAM) – CyberArk, BeyondTrust, Delinea
-Content Disarm Reconstruction (CDR) - Votiro
-Secure Service Edge (SSE) – Zscaler, Palo Alto Prism Access
-Data Loss Prevention (DLP) – Trellix, Forcepoint, Microsoft Defender / Purview
· Strong troubleshooting and analytical skills for resolving issues and delivering updates to stakeholders
· Basic project management, customer service and stakeholder management skills
· On standby after support hours.