Job Description

Role Purpose

To deliver day-to-day managed security services (MSS), related to SOC deliverables. Critical in this regard is to execute according to Standard Operating Procedure (SOP) expectations and meeting all related service level agreements (SLAs).It is further expected that these services will be enhanced and matured so that customer value can be delivered and communicated.

Role Description

Service Operations

Ensure that the MSS is delivered according to SOPs and SLAs.Ensure compliance to organisational and customer standards. Ensure that customer policies and rules are adhered to. Provide support when so required. Provide feedback and updates to customer and Liquid Intelligent Technology stakeholders as agreed and when needed.
Ensure that reporting to customers is provided as per SLAs.

Service Delivery

Engage with cross-functional teams, where applicable. Engage with customers, where applicable, ensuring feedback is given timeously. Manage vendors to ensure roll out of service meets specific requirements. Ensure that customer relationships are upheld and improved. Ensure relevant documentation is provided.

Customer Incident Escalations Management

Acknowledge, understand and participate in customer Operations and Service Delivery issues and SLA breached disputes. Further ensure that resolution of all queries is addressed as is required. Co-ordinate with the respective internal departments and manage the escalation to resolution speedily, if applicable. Escalate to internal BU management to ensure that customer issues are resolved timeously. Provide progressive and accurate updates to internal stakeholders about logged incidents to ensure feedback is given to the customer. Support escalations to vendors/3rd party contractors until the resolution of incidents or platform issues Ensure that all and any Action Plans that may arise from the customer meetings are completed within the timeframes committed to customer to maintain high levels of customer satisfaction.Review inputs to Incident Reports and RCAxe2x80x99s to ensure that accurate information is provided to the customer once incidents are resolved. Assist in resolving Critical Situations / Major Events to ensure speedy resolution of queries. Participate and provide inputs during yearly service and process reviews. Also assist in the development of SOPs. SOPs must always guide daily, weekly, monthly, and yearly expectations. Pro-Actively identify, detect and advise clients of potential security breaches, and provide thought leadership as Subject Matter Expert (SME).

Innovation/Continuous Improvement Program

Participate in developing technology, process and procedure efficiencies for MSS, to improve the overall posture of services and customer satisfaction. Participate in training and development programs to ensure service is always at the highest levels. Identify and assist in rectifying root cause findings on Process or Technology within Security Operations, to help solve problems and improve the maturity of services. Collaborate with all relevant stakeholders to develop reports to drive efficiencies across the various departments internally, to improve the posture of service delivery. Keep up to date on security advisories, to provide related guidance to co-workers and customers.

Role Requirements

Grade 12 with Maths & Science (Required)

BSc/ B Tech /Comps or equivalent IT Security Diploma

Additionally, one more certification in the following information security domains.CISSP,GCIH, GSEC,CEH

Minimum of six (6) years of work experience and three (3) years of relevant experience in SIEM engineering in a Security Operations Center [SOC]

3-5 years management or team lead experience in a Cyber Security Operations environment.

Strong analytical and organizational skills.

Concise writing skills, excellent MS Word skills as well as other MS Office Applications.

Experience with securing various environments preferred.

Experience in working across security technologies.

Managed security services experience across complex architectures.

In depth understanding of the role of SIEM engineering tools and dashboards.

Prior experience to advise, plan, deploy, configure, manage and monitor large scale SIEM solutions.

Ability to communicate effectively with all levels, influence, persuade and be credible internally and externally.

Must work well under pressure and changing priorities.

Have demonstrated ability to plan, prioritise, coordinate and manage multiple, and often conflicting, initiatives.

Able to establish trust and build on-going client relationships.

Ability to translate and clearly formulate technical issues in busines terms.

Good interpersonal skills.

Analytical and Problem solving skills.

Possess a strong work ethic and sense of urgency.

Team player

Self-starter

Outcomes driven yet risk aware.

All Appointments are subject to the Labour Legislation in the respective country.

Liquid Tech (Pty) Ltd.