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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand and metro location increase applicant density but role is security-specialized.
Security-managed-services and WAF expertise are domain-specific and less transferable across unrelated roles.
Moderate filters: managed-security experience and tool knowledge (ServiceNow, WAF) required but no explicit years mandated.
Job Description
Structured overview of role & requirementsAbout This Role
Ensure continuous operation and support of clients' security infrastructures by monitoring, troubleshooting, and resolving technical incidents within SLAs.
Manage client tickets, perform operational tasks, execute approved changes, and document actions accurately following change management processes.
Collaborate with automation teams, assist L1 engineers with escalations, audit tickets for quality, and contribute to trend analysis and automation initiatives.
Minimum Requirements
Experience in managed security services with working knowledge of security infrastructure and ticketing tools (preferably ServiceNow).
Bachelor's degree or equivalent qualification in IT/Computing, or relevant work experience.
Work Experience Required: Not explicitly mentioned in the JD.
On-site work location is mandatory.
Ideal Candidate Profile
Strong technical troubleshooting and incident management skills within a security operations context, capable of handling L2 level escalations and client interactions.
Comfortable working collaboratively with automation and various teams to optimize operational processes and improve service quality.
Client-focused mindset with adaptability to changing conditions, strong communication skills across diverse cultures, and ability to work under pressure and extended hours when needed.