Security Tools Support Analyst

5 days ago

Quezon City, Philippines Global Payments Inc. Full time

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. Seniority level Entry level Employment type Full-time Job function Information Technology Industries Financial Services and IT Services and IT Consulting #J-18808-Ljbffr

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