Job Vacancies at Logicalis

ROLE AND DELIVERY RESPONSIBILITIES:

The job role includes actively participating in the incident detection process as follows:

• Possesses in-depth knowledge of network, endpoint, threat intelligence, forensics and malware reverse Analysis, as well as the functioning of specific applications or underlying IT infrastructure
• Acts as an incident “hunter,” not waiting for escalated incidents
• Closely involved in developing, tuning, and implementing threat detection analytics
• Acts as the escalation for Tier 1 and 2 SOC Analysts
• Responds to and oversees the remediation of a declared security incident
• Completes the Root Cause Analysis Report for P1 to P4
• Provides guidance to Tier 1 and 2 SOC Analysts
• Uses threat intelligence such as updated rules and Indicators of Compromise (IOCs) to pinpoint affected systems and the extent of the attack
• Monitors shift-related metrics ensuring applicable reporting is gathered and disseminated to the SOC Manager
• Make recommendations to the SOC Manager
• Oversees the analysis on running processes and configs on affected systems.
• Undertakes in-depth threat intelligence analysis to find the perpetrator, the type of attack, and the data or systems impacted
• Oversees the containment and recovery
• Oversees the deep-dive incident analysis by correlating data from various sources
• Validates if a critical system or data set has been impacted
• Provides support for analytic methods for detecting threats
• Conducts advanced triage based on defined run books of alerts
• Undertakes threat intelligence research if need be
• Validates false positives, policy violations, intrusion attempts, security threats and potential compromises
• Undertakes security incident triage to provide necessary context prior to escalating to relevant Security Specialists to perform deeper analysis when necessary
• Further analyses alarms by method e.g. credentials compromised and by asset class
• Based on the correlation rules and alarms within the SIEM and run books, further analyses anomaly tactic using the MITRE ATT&CK framework
• Analyses event and process metadata in real-time or retrospectively, and identify suspicious files/scripts seen for the first time
• Closes tickets in the SIEM platform – this would be automatically created into Service Now
• Manages security incidents using the SIEM platform and defined operational procedures
• Performs a further investigation of potential incidents, and escalate or close events as applicable
• Validates investigation results, ensuring relevant details are passed on to Tier 2 SOC Level 2 for further event analysis
• Closes out deeper analysis and review activities
• Assist senior SOC staff with operational responsibilities

PERSON REQUIREMENTS:

EXPERIENCE:

• Strong knowledge and experience working with SIEM Solutions, QRadar, McAfee ESM, Azure Sentinel
• Proven experience with Office 365, Active Directory, Azure and Microsoft Exchange.
• Strong knowledge and experience working with Linux Operating systems
• Good experience working with Nessus or Qualys
• Good understanding of the MITRE ATT&CK framework
• Good understanding of the ITIL Framework.
• Brilliant with a support ticketing system and experience in meeting SLA targets.
• Familiarity with risk management and quality assurance control.
• Excellent interpersonal skills and professional demeanor
• Excellent verbal and written communication skills
• Candidate must be eligible to obtain National Security Clearance

QUALIFICATIONS:

• Grade 12
• SIEM Technology certification.
• AZ500,SC100
• ITIL Foundation qualification
• Degree or Diploma in Computer Technology
• CompTIA A+, N+ S+
• CompTIA CySa, CISSP and CASP+ advantageous

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ROLE RESPONSIBILITIES:

• Take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Actively seek to improve and grow own skills and that of the Customer Services team
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Fixes to be documented as knowledge articles.
• Create\review knowledge articles to ensure FCR can be done
• Proactively identify, plan, and remediate any vulnerabilities on the client’s desktop estate using the chosen VLM tool.
• Application Deployments/updates to be performed to the desktop/laptop estate
• Follow the escalation matrix if any devices or vulnerabilities are outside of Desktop Support scope (Servers and Network equipment and GPO’s)

DELIVERY RESPONSIBILITIES:

• Onsite desktop related support at customer locations.
• Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
• Work and travel onsite to the customer locations.
• Escalating calls to senior engineers or management as appropriate, using the required escalation matrix
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics.
• Implement routine Change Requests.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.
• Adhere to delivery of standard reporting packs.
• Oversee the coordination of security incident response
• Perform recurring and on-demand scanning of organization systems and cloud environments
• Resolve information security incidents
• Maintain documentation regarding threat management, including policies and procedures
• Assist technology teams to develop, implement, and automate security solutions
• Improve and automate existing vulnerability management systems
• Research and assess emerging security threats and vulnerabilities
• Provide technical support for vulnerability management projects
• Communicate the risks of identified vulnerabilities and recommend security controls to mitigate them

KEY PERFORMANCE INDICATORS:

KPI’s

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

• 3 years in the Customer Service industry with direct input into a technical environment performing desktop support.
• Great knowledge in supporting network infrastructure (Routers, switches, firewalls etc)
• Advanced working knowledge of MS Office & Windows 10/11 and Office 365 products
• Experience in troubleshooting and administering Video conferencing equipment.
• Experience of configuring, troubleshooting, and administering office printers.  
• Good understanding of General IT equipment e.g., Desktops, Applications, Servers, Switch, routers etc.
• Experience in performing VIP Desktop support.
• 1 Year experience in Vulnerability and Lifecycle Management (recommended)
• 1 Year experience in application packaging and Patch Management using SCCM (recommended)
• Setting up Deployment groups and ADR’s in SCCM

QUALIFICATIONS:

• Graduate or qualified by experience.
• A+ / N+
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Endpoint Administrator Associate
• Managing SCCM
• Qualys Vulnerability Management

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ROLE RESPONSIBILITIES:

• Single service interface and point of escalation for client
• Identify and analyse contract delivery issues and convey to Contract Manager
• Participate in audit compliance reviews and action appropriately
• Understand the contract life cycle
• SLA preparation and evaluation
• Assist Contract Manger with the accuracy of contract billing
• Manage audit readiness relative to contract requirements
• Develop and maintain functional relationships between all Logicalis delivery units and external business partners

OLA (Operational Level Agreement) and UC (Underpinning Contract) negotiation, set-up and measurement

• Facilitate problem resolution
• Guide and manage the troubleshooting and resolution of technical issues
• Proactive management of customer estate/services
• Management of changes to the environment
• Manage escalation process
• Management of ITIL process and procedures
• Own the development of Service Improvement Plans
• Manage implementation of Service Improvement Plans (SIP)
• Identify & Manage implementation of continuous improvement opportunity
• Identify, manage and implement procedure improvement
• Ensure projects are delivered
• Project measurement and small project management
• Audit delivery processes and procedures

DELIVERY RESPONSIBILITIES:

SLA’s

• Manage Quality of service delivered
• Ensure SLAs are met
• Third Party Management
• Conduct Operations Performance Reviews - validation, presentation of monthly SLA reports
• Schedule and chair Weekly Operational Service Meeting
• Assist in management and measurement of conformance to service level agreements

KEY PERFORMANCE INDICATORS:

• Management of Customer Satisfaction
• Own and manage Customer satisfaction
• Customer Satisfaction measurement and overall improvement
• Maintain a good Customer relationship

General

• Understand the Customer business and the impact of Technology to their business
• Assist in helping the client develop their IT strategy
• Assisting in driving down TCO where applicable
• Project management where necessary.

PERSON REQUIREMENTS:

EXPERIENCE:

• People management skills.
• Good customer relationship skills.
• Dedicated personality with a sense of urgency.
• Process driven personality
• Ability to meet deadlines – and work under pressure
• Attention to detail and a passion for quality
• Must have a strong drive to work in a team.
• Ability to handle conflict and to resolve problems.
• “Can Do attitude”

QUALIFICATIONS:

• Graduate or qualified by experience
• ITIL Foundation certificate
• Technical certification
• Minimum 5 years SDM experience
• 5 -7 Years Computer background