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Ms Operations Specialist
4 months ago
Job DescriptionThe role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients.
They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.
Key Role and Responsibilities:
Manage, configure and upgrade a wide variety of security technologies such as Imperva WAF, Bluecoat Proxy, Nessus TenableRespond to managed security technologies fault alerts and/or customer escalationTroubleshoot product-specific technical issues within SLA and work with internal teams/external vendors to resolve technical issuesPerform incident/problem escalation within SLA to internal technical teams or external product vendorPrepare and submit Incident Reports on high severity incidentsRespond to inbound Change Requests (CRs), Service Requests (SRs) or other queries within SLA.Perform regular configuration backups on managed security productsPlan and coordinate Maintenance Windows with customer on necessary software patching and version upgrades.
Create and update technical documentations on managed security technologiesGenerate monthly reports according to service scope requirementsAdhere to organization and project security policies, procedures and security best practicesKnowledge, skills and attributes:Display strong orientation towards ensuring client satisfaction and service deliveryReliable and are able to produce a high quality of workExcellent verbal and written communication skills and are able to engage across all levels in the businessAbility to effectively manage work processes and proactively manage situation to achieve the desired outcomesGood people management and leadership skillsvProven ability to build, manage and foster a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Ability to quickly become proficient in client processes and related systems Demonstrated strong ability to analyze, design and improve business processes Academic Qualifications and Certifications: Bachelor's degree or equivalent in a related fieldITIL qualification and other technical certifications preferredImperva, bluecoat platform certifications preferredExperience required: 6+ years of overall IT experience with preference being in Cybersecurity;Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.
Not Specified