Sirius Computer Solutions Analyst - Security Incident Handling in Mississauga, Ontario
Position Summary :
The Analyst – Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence. The Analyst focuses on developing their knowledge and technical expertise.
**This particular role will function as a Security Incident Handler, responsible for detecting and handling cyber security events and incidents enterprise wide.
Primary Duties & Responsibilities :
24x7 Support – 80% job weight
Real-time cyber security log and event monitoring and analysis
Identifies efficiencies and improvements in workflow, thus reducing false-positives in client environments
Monitors and resolves first-level support requests. Escalates second-level support to senior team members
Collects and disseminates information to clients during and post-incident
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
Professional Development – 20% job weight
- Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
Basic Qualifications :
- Bachelor's degree (B.A./B.S) or 3-years diploma in Engineering, Computer Science, or a Technology related field
Other Position Requirements :
Knowledge of and experience with Splunk, CrowdStrike, Proofpoint, McAfee ePO, Cylance, ATP or similar security solutions
Positive influence on the floor
Is approachable, helps teammates
Willing participant in coaching system, always learning
Demonstrated understanding of IT infrastructure systems
Demonstrated ability to acquire technical skills, develop familiarity with industry or specialty products/services, and apply the knowledge gained through training
Demonstrated ability to investigate problems and use standard operating procedures and processes to resolve them
Demonstrated ability to achieve high level of Customer Satisfaction on all engagements
Demonstrated ability to establish positive working relationships and contribute to team objectives in a consulting environment
Demonstrated verbal and written communication skills
Demonstrated ability to work under minimal supervision, using latitude for independent judgment
Proven time management and organizational skills
Word, Excel, Visio, PowerPoint, and Outlook skills
At least 1 year of work experience in supporting information technology/systems
At least one (1) technical certification in the technologies for which Sirius offers Managed Security
o These may include, but are not limited to: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CCIE – Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar, SANS GCIA, GCIH, Splunk, LogRhythm, or similar technology certifications
- Call handling/ticket experience
Data Privacy and Security :
All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.
Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment.
Essential Functions :
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime.
The above primary duties, responsibilities, and position requirements are not all inclusive.
Customer Focus - Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships
Collaborates - Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains trust and support of others
Situational Adaptability - Picks up on situational cues and adjusts in the moment. Readily adapts personal, interpersonal and leadership behavior. Understands that different situations may call for different approaches. Can act differently depending on the circumstances.
Action Oriented - Readily takes on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times. Steps up to handle tough issues.
Self Development - Shows personal commitment and takes action to continuously improve. Accepts assignments that broaden capabilities. Learns from new experiences, from others, and from structured learning. Makes the most of available development resources.