Overview
*to monitor client environment and analyse the identified real-time cybersecurity events/alerts through various tools.*
- platform health & performance monitoring
- security events & alerts monitoring
- detection & notification
- to update / resolve tickets within agreed sla of ticket volume and time
- to update worklogs and follow shift/ escalation process and process compliance
*to analyse cybersecurity incidents and help the l2 team with rca/data or logs collection*
- efficient & effective searching
- watchlist management
- assist with rca/data or logs collection
*to clearly understand the client's security environment & respective products; and, troubleshoot cybersecurity issues*
- conceptual data flow understanding of the environment
- knowledge the different layers of defenses in the environment
- knowledge on the security people, process and technology in the customer environment
*soc / customer experience center engagement*
- on-the-floor presence as applicable
- ensuring the health and content in the center
- active collaboration with other soc centers
- always be ready for customer visits / interactions
*to adhere to quality standards, regulatory requirements and company policies*
- complete all the hcl / customer training requirements on time without any follow up by the management
- ensure the assigned it assets are kept/used in compliance with the policies all the time
- provide any data / report / information of yours needed by the management without any follow up / delay
- give or receive shift handover on time with accuracy
- knowledge on corporate portals, policies and internal processes
*to maintain sops, runbooks and documents for effective knowledge management*
- ensure the reachability and track the applicability of security advisories in the customer environment
- provide assertive feedback to improve the runbooks, sops and other documents used for the day to day activities