SIEM/Splunk Support Analyst

About the Role

The Associate Technology Fusion Center Operations Analyst role is integral to technology monitoring, supporting teams in analyzing, designing, developing, and deploying solutions to enhance IT monitoring capabilities and reduce the Mean Time to Detect and Recover. Swift decision-making is crucial to maintain the stability, capacity, and resilience of our products. This entry-level position is part of a global team responsible for 24/7 monitoring and Incident Response, and will focus on monitoring alerts from our SIEM system and other tools, conduct initial investigations, and escalate incidents as necessary.

Key Responsibilities

• Assist in identifying IT incidents, prioritizing them, and assessing their impact.
• Support decision-making processes to help mitigate any potential financial or reputational harm.
• Utilize industry-standard IT monitoring tools and internal team runbooks, applying business and system knowledge.
• Assist in managing incidents following established incident management frameworks.
• Perform testing to confirm network availability.
• Assist in the incident management process to ensure timely response to business disruptions and monitor SLA adherence during significantly impacting incidents.
• Assist in the creation of communications to inform the enterprise of significant impacts to brand partners, account holders, and/or associates.
• Contribute to creating runbooks and process documentation, and help identify opportunities for process improvement.
• Display a sense of urgency and sound judgment when identifying potential incidents.
• Work with tech experts to develop monitoring solutions for known issues to ensure system availability.
• Communicate general, technical, and operational reports or assessments to appropriate stakeholders at all levels and understanding to synthesize technical data for delivery to non-technical audiences.
• Properly document actions taken in systems of record.
• Respond to problems escalated by leadership.
• Participate in change and release implementation activities by monitoring change execution, following established runbooks, performing assigned operational tasks, validating system availability, documenting results, and escalating issues or service impacts in accordance with established procedures.

Requirements & Tech Stack

• ServiceNow
• Splunk
• Monitoring tools such as SolarWinds, Dynatrace, or other industry-wide monitoring tools.
• ITIL Processes
• Microsoft Azure
• Microsoft Office
• AWS cloud practitioner OR Microsoft Azure Fundamentals OR Google Cloud- Cloud Digital Leader certification.

Qualifications

• High School Diploma or GED.
• 0-1 years of experience working in a NOC, SOC, or other operational environment.
• One (1) cloud certification (AWS cloud practitioner, Microsoft Azure Fundamentals, or Google Cloud- Cloud Digital Leader).

Preferred Qualifications:

• Bachelor’s Degree in Information Systems, Information Technology, Computer Science or related field of study.
• ITILv4 Foundations Certification.
• CCNA Certification or similar.