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Managed Service Security Administrator
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Hello, we are looking for a Managed Service Security Administrator in Mexico, whom primary responsibilities focus on helping Managed Service Customers in their daily work with data protection tasks. This work includes policy/rule management, agent configurations and health checks. The Managed Service Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers inside these calls.
Essential Functions
- Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/ false positives etc.), policy upgrades, solution health monitoring & use case consultations.
- Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives.
- Perform any required configuration changes to MSP systems
- Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis.
- Liaise with customers, as well as perform effective and timely case resolution.
- Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality.
- Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup.
- Follow change management process support by providing clear documentation of planned actions and their status and result.
- Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution.
- Work with cross functional team to deliver secure, stable and supportable infrastructure
Position Qualifications
- 5+ years' experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.
- 2+ years' experience with implementing and managing Digital Guardian solutions and developing rules/ policies
- Bachelor's degree with a focus in computer science, management information systems or related discipline, or equivalent combination of education and experience
- Demonstrated Multiplatform fluency with Linux, OSX and MS Windows
- Familiarity with VMware/HyperV virtualization technologies sufficient to facilitate the access, setup and management of predefined templated environments for testing, triage and production application support.
- Working knowledge of Systems Scripting (PowerShell ,VBS, batch or similar)
- Competency with Windows, OSX and Linux operating systems user function, administration and trouble shooting.
- Solid prioritization and time management and logical problem identification and diagnosis skills.
- Windows MSI and Shell Script installation package construction (.pkg) for Linux and OSX.
- Basic knowledge of MSSQL and Database concepts and backup/recovery methodology.
- Prior work interfacing with Microsoft Dynamics365 or similar case management services.
- Excellent customer expectation management and communication skills.
- Use of remote meeting and access utilities to facilitate customer interaction.
