Technical Specialist, MS, Security

About the Role

As a Security Managed Services Engineer (L3), you will be responsible for ensuring clients' infrastructures are secure, robust, and running smoothly. Your role is crucial in maintaining zero missed SLA conditions.

Key Responsibilities

• Proactively identify and resolve technical incidents.
• Perform necessary checks and apply monitoring tools.
• Ensure assigned infrastructure at client sites is correctly configured, installed, tested, and operational.
• Handle third-line support calls, uncovering the root causes of incidents and problems.
• Engage with clients daily, providing continuous feedback and status updates.
• Identify the root cause of critical incidents and implement solutions for identified problems.
• Handle tickets of high complexity and deliver advanced solutions.
• Contribute to operational improvements.
• Create knowledge articles for frequent tasks/issues.
• Train junior team members in executing tasks.
• Provide inputs to automation teams to reduce manual efforts.
• Coach and mentor junior team members, especially on advanced technical troubleshooting and best practices.
• Manage and implement projects within your technology domain, ensuring timely and effective delivery.
• Optimize work processes and work on disaster recovery functions.

Requirements & Tech Stack

• Proven experience handling complex security infrastructure within a managed services environment.
• Strong background in IT engineering, preferably within medium to large ICT organizations.
• Deep working knowledge of ITIL processes.
• Proficiency in planning activities and projects well in advance.
• Strong client-focused approach.
• Excellent communication skills, with the ability to work across different cultures and social groups.
• Effective listening skills and an ability to adapt to changing circumstances.
• Ability to remain calm and positive under pressure, and willingness to work longer hours when necessary.

Qualifications

• Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.