Security Center Ops Advisor - SecureWorks
SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.
In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.
A Security Center Operations Advisor primarily addresses escalations, tracks and owns project based assignments and provides guidance and mentorship in the management and monitoring of any security device within SecureWorks’ Managed Security Services. This individual must demonstrate exceptional attention to detail as well as excellent analytical and troubleshooting skills. It is a requirement to be able to quickly and efficiently resolve client issues while maintaining high levels of satisfaction. In addition to providing support to external clients, it is imperative that support for internal colleagues is provided as well to include, but not be limited to, supporting escalated ticket based work, providing training on various security devices, and creating device support and troubleshooting documentation.
-Responsible for answering inbound calls and emails from technical clients (Network Administrators/Application Owners), authenticate callers, create tickets for all work, and address a client request or issue
-Demonstrate excellent communication and client care skills by documenting all activities within our client delivery systems and communicating with client representatives in a timely manner
-Provide technical support for SecureWorks’ Managed Security Services on a 7x24 basis. This involves identifying client issues, extensive troubleshooting, and coordinating resolution or restoration using a variety of applications and testing tools. These events can include hardware/software failures as well as security breaches and threats.
-Ability to work in fast paced, multi-tasking operations environment
-Define and document security operational procedures as required
-Mentor operational team members to improve quality and consistency of client support
-Work within a 7x24 shift-scheduled security operations environment
-Support activating new devices through the provisioning/installation of SecureWorks supported managed products
-Act as liaison on the behalf of Operations by troubleshooting with technology vendors including supporting the processing of RMA’d devices
-Perform senior-level device support to include applying security patches and performing device upgrades
-Coordinate and deliver internal training to any SecureWorks MSS personnel that requires it
-Take ownership of complex issues and work to resolution
-Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management.
-Provide on-call support for Operations
As a managed security provider, SecureWorks expects its employees to understand and apply commonly -known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.
-8-10 years of relevant experience or equivalent combination of education and work experience: undergraduate degree and 4-6 yearsof relevant experience,graduate degree and 2-4 yearsof relevant experience.
-4-6 years hands on systems administration or network security experience
-Experience with a variety of operating systems (i.e. Linux/Unix) in a functional capacity
-Practical hands-on experience with top tier enterprise security devices
-Networking experience and understanding of advanced routing principles, networking fundamentals, and command line interfaces
-Keen ability to diagnose and troubleshoot technical issues, excellent problem solving skills
-Possesses advanced scripting/programming skills
-Well-spoken and articulate containing an attention to detail and excellent writing abilities
-Must be able to communicate technical details in a clear, understandable manner
Location & Shift
SecureWorks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: SecureWorks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SecureWorks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SecureWorks will not tolerate discrimination or harassment based on any of these characteristics. SecureWorks encourages applicants of all ages.
**Job:** **Security Center Operations - Infrastructure Design and Management*
**Organization:** **Security Solutions*
**Title:** *Security Center Ops Advisor - SecureWorks*
**Requisition ID:** *160011JY*