Title: Security Center Ops Advisor
Location: IL-Lombard
Dell SecureWorks is a market leading provider of world-class information security services with over 2,600 clients worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, including more than ten percent of the Fortune 500, rely on Dell SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong client service, award-winning security technology and experienced security professionals makes SecureWorks the premier provider of information security services for any organization. Positioned in the Leader's Quadrant of Gartner's Magic Quadrant for MSSPs, SecureWorks has also won SC Magazine''s "Best Managed Security Service" award for 2006, 2007, 2008, 2009 & 2011.
Location: Providence, RI, Atlanta, GA or Chicago, IL
Working within the Security Operations Center as part of the Dedicated Teams organization, the Health & Performance Advisor is responsible for contributing as a Subject Matter Expert (SME") to solution designers for new business requirements as well as developing and implementing strategic as well as tactical plans determining priorities, and providing work direction to team members. Additionally, this position monitors the device health and performance of network security devices at customer sites across the globe including Firewalls, Intrusion Prevention Systems, Web Application Firewalls and other Unix/Linux based platforms as well as answers inbound phone calls and addresses customer queries. The Security Operations Center Advisor independently develops solutions that are thorough, practical, and consistent with functional or customer needs. This position regularly interacts with colleagues and customers generally up to senior leadership. All work results are tracked in the Dell SecureWorks ticket-based CRM system built on Remedy. Applicants must demonstrate exceptional attention to detail, possess superior analytical and troubleshooting skills, and be capable of maintaining high levels of client satisfaction.
Responsibilities:
· Resolve complex health or performance problems introduced into customer networks against defined customer Service Level Agreements (SLAs")
· Provides technical guidance and influences the work of others
· Take ownership of and troubleshoot tickets generated by the custom, proprietary health monitoring system including remotely managing customer security devices and quickly correcting problems
· Demonstrate excellent communication and customer care skills by documenting all analysis work and communications within the organization's ticketing system(s)
· Ability to work with minimal direction while presenting problem analysis recommended solutions in a creative and logical manner
· Professionally and courteously answer client phone calls and email by:
- Authenticating callers against specific criteria
- Creating and/or updating tickets for all work and requests
- Handling customer concerns
· Identify internal Dell SecureWorks infrastructure outages and escalate to the appropriate groups for resolution. This includes but is not limited to:
- Monitoring systems
- Ticketing systems
- Productivity tools
- Management consoles
· Develop and document appropriate health troubleshooting techniques and guides for current and newly supported third-party vendor platforms by working with other Advisors and engineers as new product offerings are being created
· Manage, participate in, or directly work on any additional small to medium sized projects, assignments, or initiatives in support of customer deliverables as assigned by management
Requirements/Experience:
· Undergraduate degree in a systems administration, networking, or technical field such as computer science or engineering, or equivalent work experience
· 6 years of experience with security appliance technology or Unix/Linux-based hardware platforms
· Cisco Networking or A /Linux certifications required, CISSP certifications are encouraged
· Excellent written and verbal communication skills as well as proven time management and organizational skills
· In-depth understanding of how intrusion detection, firewall, and other security devices operate
· Strong understanding of Unix or Linux operating systems including, but not limited to:
- Navigating the directory structure
- Managing processes
- Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line
- Identifying potential problems from system logs
· Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model
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