Job description 

Role Proficiency:

Provide support across SIEM or EDR technologies for global customers; ensuring the platforms are functioning as expected. Independently conduct checks and basic triage for global customers under minimal guidance of senior members of the team. 
 

Outcomes:

1. Conduct Health checks for a single or multiple platform types following guidance and escalating issues observed escalating to a senior team member for review to ensure proper visibility of issues before they become incidents.
2. Assist with service requests for platform types such as access requests as well as more targeted requests for specific modules on platform such as dashboard creation and query support. Investigation of larger issues supporting internal and external stakeholders.
3. Provide assistance with maintenance activities to help with improving the understanding of architecture of supported platforms. Build a self awareness proficiency for supported toolsets.
4. Generate relevant reporting as required for platforms being supported on a regular basis to help meet internal and external reporting requirements.
5. Follow relevant in-life processes tracking any escalation pipelines and pathways required to ensure consistency of applications provided to the customer.
6. Provide support and guidance to more junior members of the team assisting with their development.

Measures of Outcomes:

1. Percent of adherence to processes and methodologiesa.Percent of adherence to SLAs for in life ticketing processesb.Percent of adherence to workflows and the completeness of audit trails for any activities
2. Productivity score maintaineda.Number of issues identified early in pinpoint problems with delivering tasks or workload.b.Number of issues with effective evidence provided for escalations during triage.
3. Number of relevant change documentation reviewed on a regular basis; ensuring processes remain relevant for the broader team.
4. Number of relevant skill related training and development activities undertaken; evidenced by certification.

Outputs Expected:

Platform Health Monitoring:

1. Support Service Requests and first level Incident support as well as assisting Junior Members.
    
2. Proactive identification of issues
   with behavioural analysis/patterns identified
   with suggestions for resolutions.
    
3. Conduct daily and regular occurring service tasks with minimal supervision to ensure daily operation of the platform supported.

Technical Expertise:

1. Develop and demonstrate comprehension and experience in a specific SIEM or EDR platform
    
2. Using technology
   identify and be able to implement technical solutions to issues with queries/rules/dashboards/data feeds

Customer Focus:

1. Ensure customer specific processes are being followed.
    
2. Undertake mandatory and proactive learning and development opportunities.