Associate Engineer I On-site, Bangalore

The Associate SIEM Engineer will be responsible for updating customer work requests and following operating procedures to perform MSS support tasks including health checks, reporting, work ticket acknowledgment and assignment, basic troubleshooting and other tasks as required for MSS service health and operation. The Associate SIEM Engineer will contribute to the development of knowledge base and troubleshooting information to expand the efficiency and performance of MSS services. 

How you’ll make an impact 

• This role requires the ability to develop skills on multiple security products and work closely with the staff of higher tiers, Service Delivery, and clients to provide ongoing communication of status and timely response to MSS service tickets. 

• Work with staff of higher tiers to establish procedures for task handling, initial troubleshooting and escalation to customer, partners and internal staff as appropriate. 

• Receive and acknowledge customer tickets, obtain clarification if needed and assign to the appropriate level with appropriate timeframe and urgency. 

• Post regular updates to client tickets per SLA requirements, procedure guidelines and at the direction of staff of higher tiers. 

• Follow established procedures and policies to perform responsibilities, manage client requests and acquire required product training and certifications. 

• Develop product, technical and security skills in order to perform more advanced service tasks and troubleshooting. 

• Participate in knowledge sharing and training from Senior Associate SIEM Engineers and higher tier staff on procedures and use of security products. 

• Escalate unresolved problems to higher tier staff when needed within SLA timeframes. 

• Apply escalation guidelines. 

• Contribute to Knowledge Base and share technical info. 

• Decode error messages and provide corrective action 

• Document “most often asked questions” 

• Search Vendor’s Knowledge Base and other sources for known issues 

• Comply with established response times. 

What we’re looking for 

• Basic understanding of TCP/IP network architecture and devices is a must 

• General security knowledge or training 

• Excellent time management, reporting, and communication skills 

• Superior problem-solving skills 

• Ability to use incident ticketing system and keep incident ticket status current. 

• Experience working with internal client Ticketing Systems for Incident and Problem Tracking (i.e. ServiceNow, etc.) 

• Good networking knowledge and familiarity with OSI model (Network+ Certification a plus). 

• CCNA, CCDA, CCSA, or MCSE, Sec +, Net+ 

• Have some Linux OS experience. 

• Familiarity with malware and malware analysis. 

• Technical Knowledge: Ability to learn and quickly become proficient with a vast number of technologies, providing both support and troubleshooting services in a professional and authoritative manner 

• Written Documentation Skills: Writing documentation for tasks, procedures and knowledgebase articles needed to support the understanding and efficiency of MSS services. 

• Consultative Approach: Able to determine client needs and obtain clarification as required to properly triage client requests to the appropriate resource. 

• Technology Evangelizer: Proactively researches and assesses security technology; explores new innovations; early tester of new and emerging technologies. 

• Analytical Proficiency: Ability to analyze data and draw logical conclusions. 

• Effective Communication: Uses advanced verbal and non-verbal methods of communication to influence customers and colleagues. 

• High School degree or equivalent training 

• Shift flexibility, including the ability to provide on call support when needed 

• Valid Driver’s License 

• Ability to work greater than 40 hours per week 

• Ability to travel at least 10 percent of the time 

• High School Diploma or Equivalent Experience 

What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer (EEO). All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.

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