Senior Security Engineer
Ntt
Johannesburg, Gauteng
2d ago
source : findojobs-za

Key Roles and Responsibilities : Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in natureWork independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA.

Timely and consistent updates of tickets with resolution tasks performedProactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.

Capture all required and relevant information for immediate resolutionProvide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.

Share such knowledge, to resolve issues, document them and push the knowledge down to other engineersCommunicate with other teams and clients for extending support.

Act as emergency support contact as needed, for critical client and business impacting issuesEnsure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shiftSupport, track, and document change implementationTimely escalation of all tickets to management with ensuing updates, where applicableProactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasksSystematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practicesUse operational and diagnostic procedures to resolve escalated tickers in unique and complex client environmentsCoach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates etc as requiredKnowledge, Skills and Attributes : Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change recordDeep technical skills in relevant functionsExcellent client service orientation and passion for achieving or exceeding expectationsExcellent written and verbal communication skillsAbility to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyAcademic Qualifications Advanced degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)Preference is a Masters in Computer Science or equivalentCertifications : Certified Check Point Security Associate - CCSACertified Check Point Security Engineer - CCSEAt least one mid-Level certification relevant to CoE - Ex CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)Scripting knowledge such as Python, PERL etcCisco Certified Network Associate - Security (CCNA-SEC)MCSA, MCSE, RHEL, VCPMicrosoft Security, Compliance, and Identity Fundamentals - SC-Microsoft Azure Security Technologies - AZ-FortinetPalo Alto Networks - PCNSA and PCNSEAny of the above certifications is a plus.

The MS Engineer (L4) is expected to gain certifications relevant to services provided. Certifications carry additional weightage on candidates qualification for the roleRequired Experience : Substantial Managed Services experienceExcellent knowledge and experience in ticketing tools, preferably Service NowWorked in multiple large Global Enterprise client outsourcing projects Extensive vendor management experienceTrack record of effective shift left work management skills (moving work to junior levels)In-depth experience and understanding of the IT industry and standards for IT service managementExcellent experience in more than one area of expertiseExcellent experience across Emerging technology and trends impacting IT operationsWhat will make you a good fit for the role?

  • Standard career level descriptor for job level : Have broad expertise, uses skills to achieve goals in creative and effective ways Works on significant issues Creates formal networks involving coordination among groups Exercises independent judgment in methods, techniques and evaluation criteria to obtain results May supervise the activities of others Typically requires extensive related experience with a Bachelors or equivalent degree;
  • or extensive experience and a Masters or equivalent degree; or a PhD or equivalent with moderate experience; or equivalent experience

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