Job description
Company Description
The primary role of a GSC Engineer III is to direct all aspects of a Managed Service client experience, individually and through the resources available to them on the team and through vendors, and serve as an escalation point for more complex, difficult or politically sensitive issues, problems, or clients.
GSC Engineer III resources will provide technical direction/guidance for their team in collaboration with their lead, when coaching or mentoring, or when coordinating incident, problem, request, change, or release efforts.
This individual is required to have experience with supporting HP ArcSight ESM, HP ArcSight Logger, ArcSight Express, ArcSight 6.0, Strong Linux Scripting experience such as CentOS Ver 5.5, Red Hat/RHEL 6.2, with ArcSight, experience with ArcSight Content Development, Supporting Backend ArcSight Architecture, Experience with Python/Java/Bash/Shell Scripting within HP ArcSight Environments & Installing Flex Connectors and supporting Large Scale Enterprise Networks for Enterprise clients.
Job Description
- Consults and collaborates with various project team members and external personnel to monitor and manage client networks, resolve client incident and problem tickets, as well as implement adds, moves and changes, as necessary, to satisfy client requests and generally ensure client satisfaction with their Managed Services.
- Handle high level Severity 1 and Severity 2 issuesmonitor, assess, manage and troubleshoot client networks in both the private and public sectors, from commercial to corporate networks to large global enterprise environments and perform the additional tasks listed below. Works on ArcSight Deployments/Installs & ArcSight upgrades on Large Scale Enterprise Client Environments.
- Perform maintenance & upgrades of ArcSight Connectors, ArcMC, Loggers & ESM.
- Perform Monitoring ArcSight Connectors, ArcSight Express, ArcMC, Loggers & ESM.
- Troubleshoot ArcSight Data Feed Issues & Setup new ArcSight Feeds.
- Perform Connector builds with Jumpbox Servers during client onboarding with ArcSight.
- Major Incident & Escalations: Escalation resource
- Incident Mgmt: P1 (Qualified) Ownership
- Incident Mgmt: P2 (Qualified) Escalation – If No Status Change within 60 mins
- Incident Mgmt: P3 Escalation – Timer Based
- Problem Mgmt: Reactive Problem – Identify & Analyze
- Change Mgmt: Plan, Coordinate, Implement
- Standard Change Recommendation
- Release Mgmt
- Release Analysis & Planning
- Release Recommendations
- Responsible for coordinating the technical activities of Dimension Data engineers supporting clients and service delivery within their specialty Technology Support group in the GSC
- Provide ownership and direction on a case until resolution is reached, collaborate with fellow engineers and external resources, and assure positive verbal and written communication with both colleagues and client staff members at every stage of the process
- Track, understand, record, and take actions to ensure the highest possible level of client satisfaction, by generating clear and concise documentation in the form of case notes, technical tips and white papers.
- Provide high-quality technical support to clients at all levels, speaking with a high level of technical understanding, resolving complex technical problems and helping to proactively prevent new issues
- Determine methods and procedures for solving very complex technical issues encompassing hardware, software and network equipment specifically related to R&S, Security, Wireless, Voice and Data Center services
- Serve as an escalation point during high pressure high stakes engagements
- Handle deep technical troubleshooting and deliver solutions in very complex scenarios, and utilize monitoring and debugging tools to analyze problems and identify solutions
- Apply advanced theory, concepts, principles and processes as related to the technologies supported, and contribute to documentation for standards and delivery
- Formulate technical and strategic action plans for solid end-to-end client satisfaction regarding technical concerns, issues and problems related to Managed Services
- Keep up-to-date with new technology and product offerings in order to provide support as soon as they are launched into the market
- Provide technical assistance to the Deployment Teams, when requested.
- Ensure Engineering Specialty has coverage 7X24X365, and take part in On-call rotations to provide adequate coverage for our clients and services
- Positively represent Dimension Data to our clients, and drive business growth
Qualifications
- Bachelors or higher level degree in Computer Science or a closely related field, or 5-7 years related work experience
- Preferred certification(s): Professional-level mandatory. Expert-level preferred or at least actively In-Progress, i.e CISSP Security, CCIE Security, HP ArcSight ASE to HP ArcSight ATP Certified.
- A minimum of 5-7 years of experience working on formally structured IT projects or supporting IT SIEM environments with a strong background configuring, troubleshooting and supporting IT technologies across many vendors and platforms.
- Direct and practical expert level experience working with HP ArcSight ESM, HP ArcSight Logger, Flex Connectors, and performing daily security backups.
Additional Information
- Capability to provide exclusively remote support services
- Ability to work autonomously while handling multiple simultaneous client incidents, problems or projects
- Strong organizational and project management skills, excellent verbal communications and written documentation skills, as well as an excellent customer service background
- Leverage both proven and innovative technology approaches to solve challenging business problems
- Must possess the ability to collaborate and work successfully with remote peers and teams
- Ability to work with vendors and other third parties to manage escalations
- Provide post-sales support, technical assessments, written documentation and technical leadership
- Demonstrate the following: the ability to appear for work on time; the ability to accept constructive criticism; the ability to maintain and develop positive team cohesiveness; and the ability to understand and follow work rules and procedures
