Senior Security Operations Specialist – Managed Services

Description  At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.

We’re proud to share our story and Make Amazing Happen t you will do   Service Delivery – 50% job weight  Deliver tasks on time and with minimal or no supervision
Monitors and resolves second‑level support requests accurately and timely. Escalates unresolved issues to senior team members and/or manager(s)
Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets capture, configurations, restoring from backup, and repair for appliances, networks, infrastructure, and other system issues. Issues may require multiple interactions with clients and/or vendors to resolve
Performs security analytics and provides timely summarized findings and recommendations to clients
Manages moderately complex technical questions and ticket escalations in a specific area of discipline
Performs root cause analysis and collaborate with Consultants and Analysts to solve repetitive system performance or configuration problems
Provide technical knowledge transfer to clients and internal department on low complexity problems
Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
Applies Trusted Advisor techniques to build up client trust and influence loyalty
Manages Great Client Communications
Works towards confidently running Great Meetings, differentiating services per MSS positioning
Handles technical account management responsibilities for assigned accounts
Provides supervision over technical aspects of service delivery
Prepare and deliver client facing quarterly, monthly meetings and tuning calls with designated accounts

Services Improvement and Enhancement – 30% job weight  Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements
Assists in the development of reports and presentations, and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.
Mentors analysts and serves as an escalation point for their technical related issues
Recommends process enhancements and drives efficiency by reducing average time to trouble‑shoot, repetitive issues and problem service tickets, reducing false‑positives
Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies
Makes recommendations to improve workflows and drive automation, creating efficiencies
Develops Standard Operating Procedures (SOPs) and knowledge base articles
Conduct technical and incident handling knowledge transfer sessions
Carry out research on supported technologies and develop actionable threat advisory documentation

Professional Development – 20% job weight  Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager

What we expect of you   Bachelor's degree (B.A./B.S.) or a 3-year diploma in Engineering, Computer Science, or a Technology related field and 3 years of security experience in a client‑focused environment, and/or working in a security operations center, OR
8 years total of Information Technology experience to include 3 years of security experience in a client‑focused environment, and/or working in a security operations center
At least 2 administrator or expert level technical certifications in Managed Security Services disciplines, included but not limited to:  Check Point: CCSA, CCSE:
Cisco; CCNA‑Security, CCNP – Security, Cyber Ops Professional, CCIE – Security;
Palo Alto: ACE, PCNSE, Cortex XDR: PMXdS, PMXdC; IBM QRadar Security – Certified Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, Crowdstrike Falcon – CCFA, CCIS, CCFH, CCCS;
Exab…