Consultant support logiciel de gestion H/F

2 weeks ago

Toronto, Ontario, Canada CDW - Canada Full time

The Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and customer service excellence.

The Consultant may specialize in a particular discipline and continues to develop a platform of technical expertise, acts as a Subject Matter Expert.

In addition, the Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation.

The Consultant acts as a primary technical owner on the assigned accounts. This role requires strong hands-on proven working experience on various SIEM technologies. This should include Deploying, managing, customizing, and optimizing a SIEM solution.
Services Delivery – 50% job weight

Manages complex technical questions and ticket escalations and monitors system performance.
SIEM deployments, customization, tuning and optimization of SIEM solution.
Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies.
Embodies Trusted Advisor techniques to builds client's trust and influence loyalty.
Confidently runs Great Meetings, differentiating services per MSS positioning.
Accountable for the delivery of quarterly, monthly meetings and tuning calls with assigned accounts
Handle technical account management responsibilities for assigned accounts.
Helps improve the business, proactively engages when service is inconsistent, or risk is identified.
Mentors team with technical advice / support
Identifies and manages out of scope requirements and facilitate the resolution.
~ Services Improvement and Enhancement - 35% job weight.

Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
Accountable for executing on identified recommendations to improve client's security posture.

Develops reports and presentations and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.

Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues, and problem service tickets, reducing false-positives.

Contribute to the development of service definition and content packs.
Makes recommendations to improve workflows and drive automation, creating efficiencies.
Conduct technical, procedural, and incident handling knowledge transfer sessions.
Carry out research on supported technologies and develop actionable threat advisory documentation.
Develops Self-paced technical training content on supported technologies and processes
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
Bachelor's degree (B.A./or 3-year diploma in Engineering, Computer Science, or a Technology related field

o Holds technical Advanced or Expert level certifications for at least two (2) technologies for which CDW provides managed security services* and has at least five (5) years of Security Support experience in a client-focused environment, and/or working in security operations center.

Managed Security Services certifications may include, but are not limited to:
SIEM Products (Admin or deployment level): IBM QRadar: Administrator, Deployment Professional, SumoLogic, Microsoft Sentinel, Splunk, Exabeam, Elastic
General Security Knowledge- GIAC, CISSP, CCSE, CEH, Security+ or other security certifications
In-depth knowledge of security logging for Linux, Windows, major EDRs, Firewalls, & Active Directory
~ o Demonstrated strong hands-on working experience on SIEM technologies (QRadar, Splunk, Exabeam, SumoLogic, Microsoft Sentinel)
o Skilled technical and consultative individual expected to be strong in both technical delivery and soft skills.

Must be a proven self-starter with the ability to problem-solve, communicate, participate in diverse project teams from a technical perspective, and interface effectively with customers, vendor partners, and colleagues.

Establish & maintain productive and respectful relationships with the delivery team, practice management, and client management team.
o Solid prioritization / time management skills

o Experience with direct system engineering or support involving hardware, software, and services at an enterprise level for at least one product lines in the designated practice.

o Experience presenting ideas and solutions to clients and adapting presentation style to fit client situations.
o Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting

o Demonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems.

o Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices and make recommendations to achieve targeted objectives.

o Demonstrated ability to establish a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven.

o Previous experience working in a Security Operations Centre (SOC) environment.
~ The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage,must be available to work other shifts including weekends, holidays, and overtime.

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom.

Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates.

With the breadth of products and services we offer, there is no request too big or too small.

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