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    senior specialist - Bengaluru / Bangalore, India - HCL Technologies Limited

    HCL Technologies Limited
    HCL Technologies Limited Bengaluru / Bangalore, India

    2 weeks ago

    Default job background
    Full time Technology / Internet
    Description

    Job Description (Posting).

    Department SOC


    Purpose This role is primarily responsible for ownership of SOC tasks by ensuring SLA based delivery with an objective of achieving maximum customer satisfaction while adhering to process compliant delivery mechanism.

    Performance Metrics
    Financial Customer
    Customer satisfaction index.
    Time to close customer complaints through SOP based solutions.
    SLA adherence.
    No. of customer escalation.
    Direct customers end user calls, Customer vendor and partners interaction.

    Process People
    Minimum repeat failures.
    Minimum configuration errors.
    Variance to committed schedule and timeline.
    Effectiveness in induction process of any new client.
    No. of new technologies mastered.
    No. of new certifications.
    Flexibility to take new responsibility and role.

    Key Responsibilities
    Strategic Ensure knowledge creation and documentation.
    Suggest changes/improvement in existing operations to enhance technical capability within the team.
    Customer Incident management and change management
    Ensuring maximum customer satisfaction for direct customers
    Ensure compliance to SLA s (Incidence response, security alerts, reports availability, uptime)
    Minimizing customer complaints for direct customers.
    Ensure quick resolution of all customer complaints (SOP) and help peers to achieve the same.
    Ensuring time bound and effective communication with the customer.
    Process Ensuring compliance to delivery schedules (reports, scheduled activity etc)
    Ensure self-compliance to service quality and process adherence.
    Ensuring compliance to SOP / guideline during configuration / troubleshooting, to minimize repeat error / downtime.
    People Should continuously enhance skill set / expertise, by acquiring knowledge / certification on new technology and products.
    Should share knowledge and experience with the peers and within the group
    To be flexible to take up any related responsibility and roles, as per the organization requirement.

    Capability Requirements
    Behavioral Competencies
    Level Definitions


    • Result Orientation I II III IV
    • Process orientation I II III IV
    • Customer Orientation I II III IV
    • People Orientation I II III IV
    • Accountable Initiative I II III IV
    • Learning and Development I II III IV
    • Impact Through Communication I II III IV
    • Analyitcal Ability I II III IV

    Functional Skills Primary Skills:
    Should have good understanding on Network Security Basics, including Firewalling, NAT, Intrusion Detection and Prevention devices
    Should have worked on Firewalls as L2 such as Cisco/ Juniper/ Checkpoint, etc.,
    Should have worked on SIEM tools at L2 Level, in monitoring and analyzing security events
    Technical certification on networking / security technologies / products like CCSA / CCNA etc.
    Should be flexible to work in 24X7 support teams operating in shifts
    Customer Handling and Management.
    Strong analytical and troubleshooting skill in network security area

    Secondary Skills:
    Should be able understand false positives and false negatives related to Security Events
    Presentation and articulation skill
    Good communication skill with internal and external customers

    Educational Qualifications B. Tech / B. E. (Elect & Comm / Computer Science) / M. Sc (Computer Science) / MCA
    Work Experience 2 4 Years
    Key Interactions
    Internal External
    Security team Customers
    Principles / Vendors.

    (1.) To clearly understand the client's cybersecurity environment and respective product. (2.) To monitor, configure, and troubleshoot cybersecurity issues and related monitoring tools (3.) To analyse and validate cybersecurity incidents in-detail and help the L3 team with RCAordata or logs collection (4.) To enable knowledge transferortrainings

    Qualification

    B-Tech

    Skill (Primary)

    Information Security-Cloud Security-Cloud Security
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