Position Summary :
The Sr. Analyst provides second-level technical client support.
The Sr. Analyst provides second-level technical client support such as : cyber security analysis of detected anomalies; deep analysis of the operating system;
dealing with system crashes and bug fixes; handling troubleshooting; packets captures; configurations; restoring from back up;
repair for appliances, networks, and infrastructure, and other system issues.
This role upholds defined service level agreements (SLA) and customer service excellence. The Sr. Analyst continues to develop a platform of technical expertise.
For this particular role, we're seeking an individual with strong Palo Alto skills.
Primary Duties & Responsibilities
24x7 Support 70% job weight
Monitors and resolves support requests. Escalates unresolved issues to senior team members and / or manager(s)
Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues.
Issues may multiple interactions with clients and / or vendors to resolve
Identifies efficiencies and improvements in workflow, thus reducing false-positives in client environments
Performs root cause analysis and collaborates with Consultants and other Analysts to solve repetitive system performance or configuration problems
Provides technical knowledge transfer to clients and internal department on low complexity problems
Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
Applies Trusted Advisor techniques to build up client trust and influence loyalty
Professional Development 30% job weight
Provides mentorship and guidance to less senior resources as a trusted advisor in the application of Sirius methodologies and the use of tools and templates to troubleshoot client requests
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
Bachelor's degree (B.A. / B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
Has one of the following required combinations of technical certifications and experience :
Holds technical certifications for at least three (3) technologies for which Sirius provides managed security services* and has at least one (1) year of IT Support experience in a client-focused environment, and / or working in a security operations center, OR
Holds technical certifications for at least two (2) technologies for which Sirius provides managed security services* and has at least two (2) years of IT Support experience in a client-focused environment, and / or working in security operations center, OR
Holds technical certifications for at least one (1) technology for which Sirius provides managed security services* and has at least four (4) years of IT Support experience in a client-focused environment, and / or working in security operations center
Managed Security Services certifications may include, but are not limited to : Check Point : CCSA, CCSE : Cisco; CCNA-Security, CCNP Security, CCIE Security;
Blue Coat : BCCPA, BCCPE; Palo Alto : ACE, PCNSE; QRadar; SANS GCIA, GCIH, Splunk, LogRhythm, or similar technology certifications
Other Position Requirements :
Positive influence on the floor
Is approachable, helps teammates
Willing participant in coaching system, always learning
Experience with direct call handling / ticket management in a client-based support environment
Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product line in Managed Security Services
Direct experience working with internal and external teams to troubleshoot simple configuration hardware, software, and services
Demonstrated understanding of company products and services and IT infrastructure systems
Demonstrated ability to investigate less complex problems where analysis of data requires evaluation of identifiable factors from multiple IT infrastructure systems
Demonstrated ability to establish positive working relationships and contribute to measurable team and / or organizational objectives in a consulting environments
Demonstrated ability to achieve high level of Customer Satisfaction on all engagements
Demonstrated good judgment in selecting methods and techniques for meeting technical requirements within the context of best practices, and making recommendations necessary to achieve targeted objectiveProven ability to set and prioritize goals and pursue them to completion
Proven ability to collaborate, ensuring that others input is gathered and discussed
Demonstrated ability to provide technical guidance to less experienced team members
Demonstrated ability to work under minimal supervision, using latitude for independent judgment
Demonstrated resourcefulness in working with disparate clients and internal departments to deliver technical services
Demonstrated verbal and written communication skills
Demonstrated Word, Excel, Visio, PowerPoint, and Outlook skills
SIEM tool experience, preferably with Splunk and / or IBM QRadar
Firewall configuration experience, preferably with Palo Alto, Cisco ASA, and / or Check Point
Previous work experience in a Managed Services Security Operations Center
Data Privacy and Security
All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties.
Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department.
Other data privacy and data security related regulatory training may be required based on your role or assignment.
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime.
The above primary duties, responsibilities, and position requirements are not all inclusive.
Customer Focus - Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations.
Establishes and maintains effective customer relationships
Decision Quality - Makes sound decisions, even in the absence of complete information. Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
Considers all relevant factors and uses appropriate decision-making criteria and principles. Recognizes when a quick 80% solution will suffice
Situational Adaptability - Picks up on situational cues and adjusts in the moment. Readily adapts personal, interpersonal and leadership behavior.
Understands that different situations may call for different approaches. Can act differently depending on the circumstances.
Communicates Effectively - Is effective in a variety of communication settings : one-on-one, small or large groups, among diverse styles and position levels.
Attentively listens to others. Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization.
Encourages the open expression of diverse ideas and opinions.
Action Oriented - Readily takes on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times.
Steps up to handle tough issues.
Self Development - Shows personal commitment and takes action to continuously improve. Accepts assignments that broaden capabilities.
Learns from new experiences, from others, and from structured learning. Makes the most of available development resources.