Managed Service Senior Security Administrator

Turtle Trax S.A.; México; Presencial; MXN 600.000 - 800.000; Jornada completa

Descripción de la vacante

Turtle Trax S.A. is seeking a Managed Service Security Administrator in Mexico responsible for data protection tasks. This includes managing policies and configuration for services, interacting with customers for troubleshooting, and monitoring system performance. Candidates should have over 6 years of experience in customer technical support and familiarity with Digital Guardian solutions, Linux, OSX, and Windows. A bachelor's degree in a related field is required. Excellent communication skills are essential for customer interactions.

Formación

• 6+ years’ experience in customer technical application support.
• 2+ years’ experience with Digital Guardian solutions.
• Demonstrated fluency with Linux, OSX, and MS Windows.

Responsabilidades

• Perform ongoing policy and rule management.
• Directly interact with customers for troubleshooting.
• Monitor service health metrics and performance.

Conocimientos

Customer technical application support

Technical documentation

Cross-functional teamwork

Problem identification and diagnosis

Communication skills

Educación

Bachelor’s degree in computer science or related field

Herramientas

Digital Guardian solutions

VMware/HyperV

PowerShell

Microsoft Dynamics365

MSSQL

Descripción del empleo

Position Summary

The Managed Service Security Administrator in MEXICO primary responsibilities focus on helping Managed Service Customers in their daily work with data protection tasks. This work includes policy/rule management, agent configurations and health checks. The Managed Service Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers inside these calls.

Essential Functions

• Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/false positives etc.), policy upgrades, solution health monitoring & use case consultations.
• Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives.
• Perform any required configuration changes to MSP systems
• Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis.
• Liaise with customers, as well as perform effective and timely case resolution.
• Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality.
• Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup.
• Follow change management process support by providing clear documentation of planned actions and their status and result.
• Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution.
• Work with cross functional team to deliver secure, stable and supportable infrastructure

Position Qualifications

• 6+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.
• 2+ years’ experience with implementing and managing Digital Guardian solutions and developing rules/ policies
• Bachelor’s degree with a focus in computer science, management information systems or related discipline, or equivalent combination of education and experience
• Demonstrated Multiplatform fluency with Linux, OSX and MS Windows
• Familiarity with VMware/HyperV virtualization technologies sufficient to facilitate the access, setup and management of predefined templated environments for testing, triage and production application support.
• Working knowledge of Systems Scripting (PowerShell ,VBS, batch or similar)
• Competency with Windows, OSX and Linux operating systems user function, administration and trouble shooting.
• Solid prioritization and time management and logical problem identification and diagnosis skills.
• Windows MSI and Shell Script installation package construction (.pkg) for Linux and OSX.
• Basic knowledge of MSSQL and Database concepts and backup/recovery methodology.
• Prior work interfacing with Microsoft Dynamics365 or similar case management services.
• Excellent customer expectation management and communication skills.
• Use of remote meeting and access utilities to facilitate customer interaction.