Monitor SIEM and analytics tools to acknowledge, analyze, validate, and escalate security incidents; collect logs for investigations; manage incident tracking, change requests and root cause analysis in ITSM; produce regular SIEM reports; analyze support ticket data and ticket quality, identify outliers, and recommend process improvements.
The primary function of this role is to monitor the analytics tools and perform alert management and initial incident qualification. The responsibilities range from
monitoring, reporting and escalating incidents to SoC Analysts.
Key Responsibilities:
- Acknowledge, analyze and validate incidents triggered from correlated events through SIEM platform
- Acknowledge, analyze and validate incidents received through reporting tools/mechanisms
such as ticketing systems, phone, email….
- Collection of necessary logs that could help in
the incident containment and security investigation
- Escalate validated and flagged incidents to SOC Analyst
- Understand first stage off False positive and False negative
- Track and update incidents and requests based on incident findings and priority
- Proper logging of Change Requests and Root
Cause Analysis in the ITSM ticketing system
- Generate weekly/monthly reports from SIEM platform
Data Analytics
- to ensure that all the data is extracted and sorted from the support ticketing system
- to ensure that data is analyzed using various methods and tabulated
- to ensure that the outliers are identified, and necessary recommendations are made to help optimize the support
- to report
the analyzed data to the relevant stake holders.
Quality
- to ensure that the support tickets are complete in terms of content
- to ensure that the support tickets are profiled correctly for data analysis.
- to analyze the gaps in ticket quality and identify the outliers
- to ensure the necessary recommendations are made to improve the quality of tickets
Process Analytics
- to ensure that the support process currently
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