Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner.
Capture all required and relevant information for immediate resolution
Provide second level support to all incidents, requests and identify the root cause of incidents and problems.
Communicate with other teams and clients for extending support
Execute changes with clear identication of risks and mitigation plans to be captured into the change record.
Escalate all tickets to seek right focus from the security team as well as other required teams, if needed continue the escalations to management.
Work with automation teams for effort optimization and automating routine tasks
Coach and develop L1 teams for technical and behavioural skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a client’s service
Lead and manages all initial client escalation for operational issues.
Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Conguration Items.
Ensures all changes are carried out with proper change approvals
Plan and execute approved maintenance activities
Vendor certications (Cisco, Fortinet, Palo Alto and Checkpoint)
Industry certications (Security+ , Network+, Cloud certications)
Diploma, degree or relevant qualication in IT/Computing (or demonstrated equivalent work experience)
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