Job Description

Provide remote corrective and preventive maintenance support on assigned security solutions via emails and remote call sessions. Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards. Develop and maintain support documents including instructions to perform patching, version upgrades, and other operational tasks related to the assigned security solutions. Log support cases with the respective vendors to resolve product issues, which may involve arranging remote call sessions with the vendor support. Respond to inquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening, and checks on applicable CVEs by working with vendor support. Take ownership of the support cases assigned and follow up until case closure. Attend remote calls with the Ensign team to update on case status. Share solution knowledge with the Ensign team. Adhere to response time and periodic update time of 1 business day and 2 business days, respectively. Demonstrated skillsets in one of the following solutions (certifications and/or 2-year experience in deployment, operations, and/or maintenance of the solutions): Privileged Access Management (PAM) “ CyberArk, BeyondTrust, Delinea Content Disarm Reconstruction (CDR) - Votiro Secure Service Edge (SSE) €“ Zscaler, Palo Alto Prism Access Data Loss Prevention (DLP) €“ Trellix, Forcepoint, Microsoft Defender / Purview Strong troubleshooting and analytical skills for resolving issues and delivering updates to stakeholders. Basic project management, customer service, and stakeholder management skills. Support hours: 9 AM to 6 PM Indian Time on business days. On standby after support hours. Resources should come online to attend to urgent support cases within 3 hours upon notification (via emails and calls).