Technical Support Representative

Technical Support Representative - Security Analyst

Join IBM in Mumbai as a Technical Support Representative specializing in Security Analysis. This role is crucial for maintaining the security posture of our clients across India.

Key Responsibilities:

• Contribute valuable technical insights to monthly customer service review reports and assist in developing robust Service Improvement Plans.
• Proactively monitor ticket queues, ensuring prompt updates and detailed closure summaries for all security-related incidents.
• Apply comprehensive expertise in core IT Service Management processes including Incident, Change, Problem, Service Request, and Configuration Management.
• Manage, monitor, resolve, and report on network security incidents affecting equipment deployed at various client locations throughout India.
• Conduct daily analysis of security incidents and generate reports to enhance transparency and strengthen security oversight.
• Uphold strict adherence to all security policies and processes while actively pursuing continuous improvement initiatives.
• Analyze critical security metrics, identifying and escalating any anomalies to the relevant teams for immediate action.
• Operate effectively within a 24/7 Security Operations Center (SOC) environment to meet and exceed client expectations for cybersecurity monitoring and incident response.

Required Qualifications:

• Bachelor's Degree in a relevant field.
• Minimum of 3 years of experience with Security Information and Event Management (SIEM) platforms such as QRadar, ArcSight, or Splunk for effective security monitoring.
• Demonstrated proficiency in Incident Response, including handling security events via SIEM, ticketing systems, email, and phone.
• Strong understanding of threat intelligence, common attack patterns, and established security incident handling workflows.
• Expertise in threat modeling, developing security use cases, and reviewing security policies.
• Proven ability to triage, investigate, and escalate security incidents based on their severity and potential impact.

Preferred Qualifications:

• Hands-on experience with Security Orchestration, Automation, and Response (SOAR) technologies.
• Ability to work independently with a creative and proactive approach to tackling complex security challenges.
• Excellent time management and adaptability skills, essential for thriving in fast-paced security environments.
• Exceptional interpersonal and teamwork skills to foster smooth collaboration within the team and with clients.
• Commitment to continuous professional development through workshops, certifications, and staying abreast of industry publications.