Security Tool Support Analyst
Global Payments Inc.
Date: 17 hours ago
City: Quezon City
Contract type: Full time
Summary
Description Summary of This Role
DUTIES AND RESPONSIBILITIES
Minimum Qualifications
Description Summary of This Role
DUTIES AND RESPONSIBILITIES
- Serve as the initial point of contact for all issues related to the tools of Security Engineering and other technologies.
- Perform real-time monitoring of availability and operations of security tools and technologies.
- Review and understand technical and operational documentation.
- Review and approve Firewall requests
- Track operational aspects of security monitoring equipment and software, scheduled tasks, reporting, alerting, and other key aspects of security tools' health.
- Report observed issues or outages using the standard ticketing system.
- Perform initial troubleshooting, symptom documentation and initial issue isolation.
- Implement Changes that are within the scope of L1
- Escalate issues to next level support, vendor or Leadership.
- Triage issues coming from chat, call, emails and tickets (incident, request).
- Attend meetings and escalation/bridge calls.
- Prepare internal RCA document.
- Prepare and deliver turnover reports and communicate with the other shift colleagues to ensure continuity in support.
- Provide assistance as directed to incident response or other technology teams.
- Provide evidence as directed, to support audit and compliance initiatives.
- Learn and contribute to Security Engineering policies and procedures.
- Develop effective teamwork skills.
- Recommend improvements to operations and monitoring processes.
- Continue self-development of knowledge, skills and abilities to better support execution of the Security Engineering team.
Minimum Qualifications
- At Least 1-3 years work and knowledge experience in host or network security tools.
- Preferably Bachelor's degree in Computer Engineering, Computer Science, Information Technology or equivalent.
- Experience working in a team-oriented, collaborative and global environment.
- Experience in troubleshooting security applications/tools.
- Amenable to work on a rotating schedule to provide 24x7 support.
- Average communication skills (oral and written).
- Ability to drive problem-isolation, problem resolution.
- Ability to multitask & time management.
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