Description
Systems Specialist - Security Operations is expected to build trust and relationships with customers through technical architecture, solutioning and delivery of successful SOC services.
The Systems Specialist is responsible for leading technical SOC projects, identifying and documenting technical security operations requirements, supporting customers on various cybersecurity security initiatives, keeping all stakeholders informed of project status, and managing issues to resolution.
The Systems Specialist assists in the development and support of key process indicators for customer satisfaction, including repeatable measurement of customer satisfaction KPIs and working across Fortinet teams at the direction of the SOC director to facilitate needed operational corrective actions to address customer satisfaction issues.
Roles and Responsibilities
- Participate in a 24x7 SOC service delivery and operations team (may include on-call and weekend work)
- Be the lead technical point of contact for all SOC service delivery to customers in different stages of requirement gathering, technical architecture & solutioning, onboarding, delivery and maintenance.
- Work with Account Managers to conduct regular service review meetings with customers to further improve their experience with SOC service.
- Communicate with stakeholders on technical service performance and project issues to deliver better customer experience by providing more visibility using data visualizations and streamlining processes.
- Conduct and coordinate meetings and provide project update summaries
- Communicate customer concerns, questions, and conflicts to management and service delivery, operations and engineering teams.
- Collect feedback and work with Product Management teams on technology and service improvement opportunities, including new features and bug fixes.
- Generate status reports and lead meetings to disseminate appropriate information to stakeholders.
- Review and lead clarification of service scope captured in the service definition document
- Develop and report customer satisfaction technical KPI
Required Skills & Experiences
- Strong understanding of network concepts, protocols, services and technologies
- Strong understanding of layered security at data, OS and network levels
- Strong understanding of Cyber Security Domains and Principles
- Strong hands-on experience with SOC use case development and daily monitoring and operations
- Strong hands-on experience with Incident Response playbooks, processes and procedures
- Strong hands-on experience with Network and Security technologies such as Firewalls, SIEM, SOAR.
- Experience with Fortinet products is a bonus.
- Experienced with log data analysis, visualization and management tools
- Familiar with Security Risk Assessment and Management
- Familiar with ITIL framework and have experience with ITSM platforms
- Familiar with security compliance standards and frameworks such as ISO27K and NIST Cybersecurity Framework
- Experience working in a Managed Services environment
- 3+ years of experience in an external customer facing technical leadership role within professional services or consulting organization
- Project Management expertise specifically demonstrated success managing multiple customers on a long-term basis.
Required Soft Skills
- Interpersonal skills, active listening, client facing role experience
- Excellent written and verbal communication, time management and organizational skills
- Ability to work as a team player, with strong interpersonal and communication skills
- Adept in planning, working in a fast-paced environment, and multi-tasking skills
- Superior problem-solving skills
- Self-directed, takes initiatives and have leadership skills
- Understands the importance of discipline, consistency and communication
Educational & Certification Requirements
- Bachelor's Degree in Information Technology, Information Security / Assurance, Engineering or similar area of study;
- At least 3+ years related experience and / or training; or equivalent combination of education and experience preferred.
- Certifications such as CISSP, GIAC or EC-CSA is desirable
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