Logging Engineer Security

Job Description

Consults and collaborates with various project team members and external personnel to monitor and manage client networks , resolve client incident and problem tickets , as well as implement adds , moves and changes , as necessary , to satisfy client requests and generally ensure client satisfaction with their Managed Services. Handle high level Severity 1 and Severity 2 issues monitor , assess , manage and troubleshoot client networks in both the private and public sectors , from commercial to corporate networks to large global enterprise environments and perform the additional tasks listed below. Works on ArcSight Deployments / Installs & ArcSight upgrades on Large Scale Enterprise Client Environments. Perform maintenance & upgrades of ArcSight Connectors , ArcMC , Loggers & ESM. Perform Monitoring ArcSight Connectors , ArcSight Express , ArcMC , Loggers & ESM. Troubleshoot ArcSight Data Feed Issues & Setup new ArcSight Feeds. Perform Connector builds with Jumpbox Servers during client onboarding with ArcSight. Major Incident & Escalations: Escalation resource Incident Mgmt: P1 (Qualified) Ownership Incident Mgmt: P2 (Qualified) Escalation If No Status Change within 60 mins Incident Mgmt: P3 Escalation Timer Based Problem Mgmt: Reactive Problem Identify & Analyze Change Mgmt: Plan , Coordinate , Implement Standard Change Recommendation Release Mgmt Release Analysis & Planning Release Recommendations Responsible for coordinating the technical activities of Dimension Data engineers supporting clients and service delivery within their specialty Technology Support group in the GSC Provide ownership and direction on a case until resolution is reached , collaborate with fellow engineers and external resources , and assure positive verbal and written communication with both colleagues and client staff members at every stage of the process Track , understand , record , and take actions to ensure the highest possible level of client satisfaction , by generating clear and concise documentation in the form of case notes , technical tips and white papers. Provide high - quality technical support to clients at all levels , speaking with a high level of technical understanding , resolving complex technical problems and helping to proactively prevent new issues Determine methods and procedures for solving very complex technical issues encompassing hardware , software and network equipment specifically related to R&S , Security , Wireless , Voice and Data Center services Serve as an escalation point during high pressure high stakes engagements Handle deep technical troubleshooting and deliver solutions in very complex scenarios , and utilize monitoring and debugging tools to analyze problems and identify solutions Apply advanced theory , concepts , principles and processes as related to the technologies supported , and contribute to documentation for standards and delivery Formulate technical and strategic action plans for solid end - to - end client satisfaction regarding technical concerns , issues and problems related to Managed Services Keep up - to - date with new technology and product offerings in order to provide support as soon as they are launched into the market Provide technical assistance to the Deployment Teams , when requested. Ensure Engineering Specialty has coverage 7X24X365 , and take part in On - call rotations to provide adequate coverage for our clients and services Positively represent Dimension Data to our clients , and drive business growthBachelors or higher level degree in Computer Science or a closely related field , or 5 - 7 years related work experience Preferred certification(s): Professional - level mandatory. Expert - level preferred or at least actively In - Progress , i.e CISSP Security , CCIE Security , HP ArcSight ASE to HP ArcSight ATP Certified. A minimum of 5 - 7 years of experience working on formally structured IT projects or supporting IT SIEM environments with a strong background configuring , troubleshooting and supporting IT technologies across many vendors and platforms. Direct and practical expert level experience working with HP ArcSight ESM , HP ArcSight Logger , Flex Connectors , and performing daily security backups.,

Keyskills :
client satisfactionclient onboardingtechnical assistancetechnical support