Job Summary

The Subject Matter Expert in Support & Operations plays a pivotal role in ensuring the timely resolution of escalated incidents while maintaining the highest quality standards. This position is essential for analyzing security events and implementing technical solutions, fostering positive customer satisfaction, and enhancing overall operational efficiency.

Key Responsibilities

1. Analyze Escalated Security Incidents By Implementing Siem And Soar Tools To Ensure On-Time Resolution And Compliance With Sla And Quality Standards.
2. Mentor Team Members And Administrators By Sharing Expertise In Security Event Analysis, Creating Sops, And Maintaining Comprehensive Documentation To Improve Team Performance.
3. Validate And Review Change Order Implementation Plans And Compliance With Human Error Protocols, Contributing To Capacity Planning And Operational Readiness.
4. Engage With Customers During Meetings To Understand Their Challenges And Ensure Positive Feedback By Addressing Their Concerns Proactively.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Produce Actionable Reports That Inform Key Business Stakeholders About Performance Metrics And Improvement Strategies.

Skill Requirements

1. Proficient In Security Event Analysis Using Siem Tools.
2. Expertise In Implementing Technical Solutions For Security Operations.
3. Strong Analytical And Problem-Solving Skills.
4. Excellent Communication And Presentation Abilities.
5. Familiarity With Capacity Planning And Compliance Validation Processes.

Other Requirements

1. Certifications Such As Certified Information Systems Security Professional (Cissp) Or Security+ Are Optional But Valuable