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Tier-1 brand, metro location, mid-level operational role with broad skills increases applicant competition.
Moderate—security managed services skills transfer across sectors but require domain-specific tools and processes.
Moderate due to required managed-security experience and ticketing tool familiarity, but no strict years or certifications.
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Ensure operational continuity of clients' security infrastructures by monitoring, investigating, and resolving technical incidents within SLA.
Manage client requests and work queues with technical expertise, including change execution with risk mitigation and approval compliance.
Collaborate with automation teams to optimize and automate routine tasks, audit incident/request tickets for quality, and support L1 engineers and project work as needed.
Experience in managed security services infrastructure and working knowledge of ticketing tools, preferably ServiceNow.
Bachelor's degree or equivalent qualification in IT/Computing or relevant work experience.
Ability to work on-site as per workplace type requirement.
Work Experience Required: Not explicitly mentioned in the JD.
Operates well in a client-focused environment requiring proactive incident management and escalation handling.
Strong planner with adaptability to changing conditions and capable of effective cross-cultural communication.
Experience or willingness to collaborate with automation teams to improve operational efficiency and ticket quality.