Responsible for responding to application support escalations which involve troubleshooting moderate technical problems and resolving data/configuration issues
Collaborate with multiple internal teams across disparate groups to resolve client support escalations.
Support the Security Operations Center (SOC) and Partners in any day-to-day activities
Collaborate with Product Management to review client and Partner enhancement/bug requests, develop high-level enhancement/bug definitions, write functional requirements, translate the requirements into interface design, and navigate the functional requirements through to deployment
Responsible for monitoring and management of a large number of critical infrastructure systems and large data sets as well as unique networking set-ups
Collaborate with peers on complex projects as required (e.g. data center modifications, build out for DR sites, etc.)
Proactively look for ways to create efficiencies within Operations as it pertains to the tools and technology used by Dell SecureWorks to support their client base.
Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
Train and mentor Dell SecureWorks engineering/SOC personnel or Partners on Dell SecureWorks technologies as it pertains to supporting clients receiving managed security services
Create/Maintain documentation for operational procedures as required
Document and perform system upgrades, application updates, and define monitoring requirements based on the client and Partner needs
Provide on-call support for Operations
Travel to client locations as required
Bachelors Degree or Masters Degree program in a technical field such as Computer Science, Information Technology Engineering, or equivalent work experience
4+ years hands on systems administration or security experience
Strong experience with Linux/Unix in a functional capacity
Solid working knowledge of top tier enterprise security devices such as firewalls or intrusion detection systems
Strong networking, routing, and defensive in-depth strategies
Proven experience in diagnosing and troubleshooting technical issues
Strong scripting skills in order to automate and accomplish a variety of configuration and update tasks
Well spoken and articulate, containing attention to detail with excellent writing abilities
Solid internal/external client service skills including the ability to take ownership of escalated issues, provide clear and consistent updates, and work with various internal teams until issues are fully resolved
Must be able to communicate technical details in a clear and concise manner
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