Security Center Ops Sr Analyst
Dell - Providence, RI

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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

POSITION SUMMARY:
Working within the Security Operations Center as part of the Dedicated Teams organization, the Health & Performance Senior Analyst 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. Additionally, this position is responsible for working to determine the efficacy and accuracy of current device health checks while providing constant feedback to the engineering team in order to enhance Dell’s service value. 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:
· Take ownership of and troubleshoot tickets generated by the custom, proprietary health monitoring system. Tickets consist of alerts for unreachable devices, devices not reporting events, as well as other defined hardware and software failures
· Recognizes and acts on inconsistencies in data or results and escalates unusual problems as well as identifying issues beyond an expected situation
· Resolve problems introduced into customer networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs
· Meet defined service level agreements regarding response time and customer notification. This position works on assignments where considerable judgment and initiative are required in resolving problems and making choices or decisions
· Remotely manage customer devices and quickly correct problems
· Demonstrates excellent communication and customer care skills by documenting all analysis work and communications within the organization’s ticketing system(s)
· Assumes responsibility to improve service, efficiency and quality of work by identifying opportunities for new processes and procedures
· 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
· Develop and document appropriate health troubleshooting techniques and guides for current and newly supported third-party vendor platforms by working with other senior analysts 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
· 4-6 years of experience with security appliance technology or Unix/Linux-based hardware platforms
· Cisco Networking or A+/Linux certifications required
· Excellent written and verbal communication skills
· Applicable 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
· Ability to read and interpret network diagrams

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Since 1985, Dell has played a critical role in enabling more affordable and accessible technology around the world. As an end-to-end...