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SOC Lead Analyst in 841 Livingston Court SE Marietta, GA 30067 at SageNet

Date Posted: 4/24/2018

Job Snapshot

Job Description

Summary:

The SOC Lead Analyst is responsible for providing technical guidance and leadership to SageNet SOC leveraged analysts, customers, and vendors. He or she will be responsible for leading and delivering accurate and expedient handling of customer support requests, development and maintenance of SOC managed services and analysts, incident analysis and investigation, and customer-facing escalation. The SOC Lead Analyst will represent SageNet during interactions with internal and external customers/contacts in a calm and professional manner.

 

Responsibilities:

  • Investigate, document, and escalate customer event and incident information within SIEM (Security Information Event Management) platform and internal ticketing systems
  • Be receptive to assume, and promptly resolve, any escalated issues that may come from SOC leadership, customers, vendors, or from within the SOC itself
  • Provide local leadership and mentoring to local leveraged security analysis staff
  • Follow and enhance established procedures for the assignment, acceptance, and handling of support requests and trouble tickets
  • Be the first point of phone escalation for Level 1 and Level 2 SOC Associates
  • Monitor ticket queues for extended hold times and engage additional assistance for SOC personnel when needed
  • Monitor all ticket queues for appropriate ticket statuses, update statuses if necessary, and provide additional assistance when needed
  • Ticket and Phone Queue Management
  • Responsible for Overall Queue Management and workflow
  • Monitor analyst login/logout statuses and re-assign agent queues as dictated by work volume
  • Off hours on-call rotation support for incident investigation validation before customer escalation

Job Requirements

Requirements:

  • Must have 2+ years of experience progressively working within the IT Security field as it relates to Security Analysis using SIEM technologies or other investigative methodologies
  • Strong understanding of TCP/IP communications and the OSI model
  • Strong grasp on IT Security methodologies and approaches
  • Understanding and experience with incident response methodologies
  • Working knowledge of security issues, vulnerabilities, exploits, regulatory and legal changes, and security standards that may impact information security
  • Must have the ability to empathize with customers and convey confidence
  • Ability to display superb listening, verbal, and written communication skills is required
  • Must have demonstrated expertise in improving and managing technical support processes and methodologies
  • Must have the ability to work efficiently and effectively within deadlines
  • Must have exceptional organizational, time management, and multi-tasking skills