Main responsibilities: • Acts as single point of contact for all calls and email queries and any other contact softwares • Monitors the progress of requests for incident and ensures that interested parties are kept informed. • Escalates issues to appropriate experts in accordance to procedures, and follow up on incidents when appropriate. • Leverages internal and external resources (knowledge bases, manuals, best practice, etc.) to answer questions and resolve issues. • Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides. • Monitoring and ensure that information security reports and news are monitored in specific channels • Reviews the latest alerts to determine relevancy and urgency. • Creates new trouble tickets for alerts that signal an incident and require Incident Response review • Candidates may also be asked to perform other types of related tasks.
• Bachelor degree in an IT related or equivalent demonstrated experience and knowledge • Must be able to work a flexible 24 x 7 x 365 shift roster including public holidays and weekends (8 hour shifts) • Being familiar with the concept of information security • Good understanding of Networking (TCP/IP) and network security concepts/ Knowledge of common Internet protocols and applications • High integrity, responsibility, honesty and professionalism • Strong attention to detail • Good Knowledge of English • Strong communication skills • Work in a team environment
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