Job Description
Title: Sr. Operations Analyst – Managed Services Security Services – MDR
Location: Remote Remote US
JobDescription:
Operations Analysts provide 24/7 coverage of CDWs Network Operations Center and play a fundamental role in ensuring we meet or exceed the expectations of all clients as defined in our service level agreements. Analysts apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients. Analysts at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.
Our commitment to delivering top-notch technology solutions has led us to seek a dedicated and experienced Remote Azure SIEM/MDR Analyst. This position allows for remote work and involves handling security information and event management (SIEM) and managed detection and response (MDR) tasks within Azure environments.
As Sr. SIEM/MDR Analyst at CDW, Inc., you will play a critical role in monitoring and responding to security incidents within Azure environments. Your primary responsibilities will include configuring and maintaining SIEM tools, analyzing security data, and collaborating with our clients to enhance their security posture. If you have expertise in Azure security, a passion for threat detection and response, and the ability to work effectively in a remote setting, this role is an excellent match for you.
Key Areas of Responsibility
Azure SIEM/MDR specific responsibilities:
- Monitor and analyze security events and incidents in Azure environments using SIEM and MDR tools remotely.
- Configure, maintain, and optimize SIEM platforms to collect and correlate security data effectively.
- Investigate and respond to security alerts, conducting root cause analysis and implementing necessary remediation steps.
- Collaborate remotely with clients and internal teams to design and implement effective security strategies and measures within Azure environments.
- Create and maintain documentation related to security processes, configurations, and incident response procedures remotely.
- Stay updated with the latest Azure security features, threats, and industry best practices.
- Conduct security assessments, threat hunting, and incident forensics within Azure environments remotely.
- Provide remote support for incident response and coordinate with clients and internal teams to mitigate security risks.
- Assist in the development and delivery of security reports and findings remotely.
- Understand and Deliver Managed Service offerings as outlined in the CDW Service Descriptions and Service Catalog.
- Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP).
- Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
- Provide detailed and effective communication to internal and external customers.
- Clearly and concisely, articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
- Provide 24 X 7 support to critical systems and ensure availability objectives are met. • Provide alert response as well as email and telephone technical support for data center and managed services clients.
- Take ownership of the incident/request and drive it to resolution.
- Document and track troubleshooting steps, incident solutions and support requests.
- Keep clients informed throughout the process and follow up with them to ensure satisfactory resolution.
- Guide and mentor less experienced teammates by providing technical support, training, and direction.
- Document and record time.
- As a Sr. Operations Analyst, you will provide Intermediate technical services with some supervision from Supervisors, Team Leads, and Technology Owners.
- Ability to follow through with tasks, projects, troubleshooting with some supervision.
- Handles several tasks simultaneously (i.e. troubleshoots and develops internal network, responds to emergencies).
- Communicates with Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
- Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
- Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
- Assist in creating and documenting policies and procedures.
- Understand SLAs in a production environment and proactively strive to meet the commitments.
Education and/or Experience Qualifications:
- BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable, OR
- Associate’s degree in a computer-related field, plus one year of experience in a relevant technical role, OR
- If no post-secondary degree, a minimum 2 years in a technical support or systems administration role maintaining high service levels in a demanding environment •
- Minimum 1 year of technical experience
Required Qualifications
- Strong knowledge of SIEM tools, MDR platforms, and security best practices.
- Proficiency in configuring and managing SIEM solutions within Azure.
- Familiarity with threat detection, incident response, and Azure security services.
- Excellent remote communication and interpersonal skills.
- Ability to work effectively and independently in a remote work environment.
- Attention to detail and a proactive attitude towards remote security analysis
- Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels
- Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs
- Proven ability to provide 24 X 7 support to critical systems and ensure availability objectives are met
- Proven ability to provide alert response as well as email and telephone technical support for data center and managed services clients
- Proven ability to take ownership of the incident/request and drive it to resolution
- History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines
- Ability to perform intermediate root cause analysis
- Strong organizational, analytical, and problem solving skill
- Customer Service focused and a high level of professionalism
- Ability to consistently follow policies and procedures
- Strong communication and documentation skills
- Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership
- Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment
- Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment
- Must have good time management skills and be able to meet rigid and urgent assignment schedules
- Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.
Preferred Qualifications:
- Azure certifications (e.g., AZ-500, AZ-104, or equivalent) and security certifications (e.g., CISSP, CompTIA Security+, or equivalent) are a plus.
- 3+ years of experience in security analysis, with a focus on Azure environments.
- Masters assigned discipline within technical offering (i.e.: Route/Switch, Content Networking, Wireless, Security)
- Hands-on experience in a large Data Center environment
- ITIL Foundations Certification