Security Tool Support Analyst

DUTIES AND RESPONSIBILITIES
● Serve as the initial point of contact for all issues related to the tools of Security
Engineering and other technologies.
● Perform real-time monitoring of availability and operations of security tools and
technologies.
● Review and understand technical and operational documentation.
● Review and approve Firewall requests
● Track operational aspects of security monitoring equipment and software, scheduled tasks,
reporting, alerting, and other key aspects of security tools' health.
● Report observed issues or outages using the standard ticketing system.
● Perform initial troubleshooting, symptom documentation and initial issue isolation.
● Implement Changes that are within the scope of L1
● Escalate issues to next level support, vendor or Leadership.
● Triage issues coming from chat, call, emails and tickets (incident, request).
● Attend meetings and escalation/bridge calls.
● Prepare internal RCA document.
● Prepare and deliver turnover reports and communicate with the other shift colleagues to
ensure continuity in support.
● Provide assistance as directed to incident response or other technology teams.
● Provide evidence as directed, to support audit and compliance initiatives.
● Learn and contribute to Security Engineering policies and procedures.
● Develop effective teamwork skills.
● Recommend improvements to operations and monitoring processes.
● Continue self-development of knowledge, skills and abilities to better support execution of the
Security Engineering team.