Security Tool Support Analyst

1 week ago

Quezon City, National Capital Region, Philippines Global Payments Inc. Full time

Summary
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.

What Are We Looking For in This Role?
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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