MS Engineer - SIEM L1

Overview

Entry-level Security Managed Services Engineer (L1) maintaining client firewall infrastructures, ensuring SLAs are met, and providing front-line support for standard and low-complexity incidents and service requests.

What you'll do

• Monitor client infrastructure and solutions, identifying and investigating problems and errors before or as they occur.
• Provide telephonic, ITSM ticket or chat support to clients, ensuring efficient and comprehensive resolution of incidents and requests.
• Schedule maintenance activities such as patching and configuration changes.
• Follow handover procedures for shift changes to ensure service continuity.
• Update existing knowledge articles or create new ones.
• Identify opportunities for work optimization, including automation of work, request fulfilment, incident resolution and other process improvements.
• Contribute to project work when needed.
• Possibly implement and deliver disaster recovery functions and tests.

What you'll need

• Entry-level experience with troubleshooting and providing support in security, network, data centre, systems, or storage administration and monitoring services within a medium to large ICT organization.
• Working knowledge of ITIL processes.
• Skills in active listening techniques such as paraphrasing, probing for further relevant information, and refraining from interrupting.
• Highly disciplined in handling of tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• Try to resolve as many tickets as possible using available knowledge articles or provided SOPs.
• Good understanding of using ITSM tools.
• Ability to communicate and work across different cultures and social groups.
• Capacity to plan activities and projects well in advance, adapting to changing circumstances as needed.
• Positive outlook and ability to perform well under pressure.
• Eagerness to work diligently and extend hours when necessary.
• Client-centric approach, always putting clients at the forefront of interactions.
• Bachelor's degree or equivalent qualification in IT/Computing, or demonstrated equivalent work experience.

Details

• Workplace type: On-site.
• Location: Mumbai, India.
• Extend hours when necessary.