Security Center Operations Analyst - 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.
The Security Center Operations Analyst will be working in a Security Operations Center, answers inbound phone calls, addresses client emails, and prepares and monitors the device health of network security devices such as Firewalls, Intrusion Detection Systems, and other Unix/Linux based platforms. Additionally, this position also provides basic level troubleshooting support for all devices managed and monitored by the Health & Infrastructure Team. All work is tracked via a ticket-based CRM system. Applicants must demonstrate exceptional attention to detail, possess analytical and troubleshooting skills, and be capable of maintaining high levels of client satisfaction.
-Take ownership of and troubleshoot tickets generated by the health monitoring system (tickets consist of alerts for unreachable devices, devices not reporting events, and miscellaneous hardware and software failures)
-Resolve problems introduced into client networks including, but not limited to: broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs
-Meet service level agreements regarding response time and client notification
-Remotely manage client devices and correct problems
-Demonstrate excellent communication and client care skills by documenting all analysis work and communications within a ticketing system
-Professionally and courteously answer client phone calls and email by:
Creating and/or updating tickets for all work and requests
Handling client concerns
-Identify internal Dell SecureWorks infrastructure outages and escalate to the appropriate groups for resolution, this includes but is not limited to:
-Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
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.
-Exposure to a variety of operating systems, such as Linux/Unix
-Excellent written and verbal communication skills
-Time management and organizational skills
-Rudimentary understanding of intrusion detection, firewall operations, and other general security practices
-Basic understanding of Unix or Linux operating systems including:
Navigating the directory structure
Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line
Identifying potential problems from system logs
Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model
-Associates Degree in a systems administration, networking, or technical field such as computer science or engineering, or equivalent experience
-CCNA/A /Linux Certifications a plus
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 Analyst - SecureWorks*
**Requisition ID:** *160010ME*