EDR Analyst - L2

Overview

As a Security Managed Services Engineer (L2), you will keep clients' security infrastructure and systems operational by monitoring, investigating and resolving technical incidents and problems within agreed SLAs.

What you'll do

• Handle client requests and tickets with technical expertise, resolving them within the agreed service level agreement (SLA).
• Actively manage work queues, perform operational tasks and update tickets with resolution actions.
• Identify issues and errors early, log incidents promptly and provide second-level support.
• Communicate effectively with other teams and clients and extend support when needed.
• Execute changes responsibly, flag risks and mitigation plans, and ensure all changes have proper approvals.
• Work closely with automation teams to optimize efforts and automate routine tasks.
• Ensure seamless handovers during shift changes.
• Audit incident and request tickets for quality, recommend improvements and contribute to trend analysis reports to identify automation opportunities.
• Act as the go-to for initial client escalations and assist L1 Security Engineers with triage and troubleshooting.
• Support project work when required.
• Contribute to the change management process, including thorough documentation, effective planning and execution of maintenance activities, and compliance with standard procedures.

What you'll need

• Experience with managed services handling security infrastructure.
• Working knowledge of ticketing tools, preferably ServiceNow.
• Proficiency in active listening, with techniques like paraphrasing and probing for further information.
• Excellent planning skills, able to anticipate and adjust to changing circumstances.
• Strong ability to communicate and engage across different cultures and social groups.
• Adaptability to changing conditions and flexibility in approach.
• Client-focused mindset, always putting their needs and positive experience first.
• A positive outlook and the ability to work well under pressure.
• Willingness to put in longer hours when necessary.
• Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.

Details

• Workplace type: On-site.