edr/ndr engineer

I. PURPOSE

• The EDR/NDR Engineer supports the development and refinement of Endpoint/Network Detection and Response under the guidance of the Optimization and Support Lead. He/she participates in client workshops, assists in gathering requirements, and gains hands-on experience in EDR/NDR processes. Additionally, he/she executes adjustments and refinements based on feedback, actively engages in learning opportunities, and collaborates with team members to ensure timely delivery of EDR/NDR initiatives.

II. DUTIES AND RESPONSIBILITIES

A. General

• Accomplishes all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
• Follows effective and efficient processes and comply with escalation protocols.
• Contributes to the knowledge and information relevant to Systems and Platforms.
• Participates in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
• Complies with company policies, guidelines, standards, and procedures.
• Professionally represents Trends management; enriching client relationships and providing expertise, composure, and competence.
• Collaborates with team members in creating initial drafts of documentation, including specifications and optimization guidelines.
• Receives information from Technical Groups and Sales Group/s Solutions Architects.

Platform Support and Administration

• Implements updates and/or changes for EDR/NDR

Availability Management

• Identifies and resolves availability incidents or performance degradation issues.
• Maintains and updates regular maintenance and updates of EDR/NDR to ensure stability and reliability.
• Performs routine maintenance activities, such as software updates, patches, and system configurations, under the guidance of the Optimization and Support Lead.
• Learns and applies availability management best practices and procedures to ensure the reliability and stability of EDR/NDR.
• Documents availability management processes and procedures, and in developing and maintaining use cases.

Service Catalog Management

• Maintains and updates entries in the service catalog following established procedures and guidelines.
• Promotes awareness of the service catalog among internal teams and stakeholders.

Service Level Management

• Follows key metrics defined in the Service Level Agreement (SLA).

Operational Level Management

• Follows key metrics defined in the Operational Level Agreement (OLA).
• Collects, analyzes data and identifies areas for improvement.
• Addresses performance issues and implements corrective actions.
• Adheres to set targets and Operational Level Agreements (OLA) with the internal customers.

Member of the Internal Change Advisory Board and Project Implementation Team

• Executes tasks and activities to support the implementation of approved changes and projects

Configuration Management

• Documents configurations for the EDR/NDR artifacts under the guidance of senior team members.

Provides 1st Level Support to internal customers.

• Responds to support tickets and inquiries in a timely manner.
• Performs basic troubleshooting and issue triage.

Access Management

• Receives information on the authorizations of users' right to access internal infrastructure, platforms, and technical security controls, while preventing access to non-authorized users.
• Executes policies defined in Information Security Management.

Incident Management

• Drafts Incident Report if applicable.
• Investigates and resolves incidents affecting Endpoint/Network Detection and Response.
• Tests and validates EDR/NDR to ensure functionality and effectiveness, helping to identify and address any issues or gaps in detection capabilities.
• Provides insight in post-incident reviews and analysis to help identify opportunities for process improvements and enhancements to EDR/NDR methodologies.

IT Asset Management

• Contributes to maximizing value, controlling costs, managing risks of assets to meet regulatory and contractual obligations of the Managed ICT Service.

IT Operations Management

• Implements all automated solutions.
• Continuous documentation of Endpoint/Network Detection and Response that has been improved/optimized.
• Optimize best practices for resource management and utilization.

Problem Management

• Implements corrective actions and preventive measures under the guidance of the Lead.
• Receives information on the causes of incidents on internal Endpoint/Network Detection and Response.

Process Management

• Receives information related to the enforcement, monitoring, measurement, and continual improvement on the process areas related to internal infrastructure, platforms, and technical security controls needed for Managed ICT Service delivery.