L2 – Network Security – Tier 2 Service Specialist

Job Description

• The Tier 2 Service Specialists will be responsible for proactively monitoring and managing the events / alarms that are created on different facets of the infrastructure.
• Provide Quality Assurance for L1 monitoring (Ticket building, process adherence, systems monitoring & SLA tracking)
• Provide technical escalation point for L1 analysts
• Follow documented escalation processes
• Provide advanced troubleshooting for platforms and drive the issue/problem resolution process
• Understanding and exceeding all SLA commitments
• Recommend process/procedure improvement