Senior Security Operations Specialist – Managed Services

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. What you will do Service Delivery – 50% job weightDeliver tasks on time and with minimal or no supervision Monitors and resolves second‑level support requests accurately and timely. Escalates unresolved issues to senior team members and/or manager(s) Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets capture, configurations, restoring from backup, and repair for appliances, networks, infrastructure, and other system issues. Issues may require multiple interactions with clients and/or vendors to resolve Performs security analytics and provides timely summarized findings and recommendations to clients Manages moderately complex technical questions and ticket escalations in a specific area of discipline Performs root cause analysis and collaborate with Consultants and Analysts to solve repetitive system performance or configuration problems Provide technical knowledge transfer to clients and internal department on low complexity problems Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership Applies Trusted Advisor techniques to build up client trust and influence loyalty Manages Great Client Communications Works towards confidently running Great Meetings, differentiating services per MSS positioning Handles technical account management responsibilities for assigned accounts Provides supervision over technical aspects of service delivery Prepare and deliver client facing quarterly, monthly meetings and tuning calls with designated accounts Services Improvement and Enhancement – 30% job weightIdentifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements Assists in the development of reports and presentations, and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline. Mentors analysts and serves as an escalation point for their technical related issues Recommends process enhancements and drives efficiency by reducing average time to trouble‑shoot, repetitive issues and problem service tickets, reducing false‑positives Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies Makes recommendations to improve workflows and drive automation, creating efficiencies Develops Standard Operating Procedures (SOPs) and knowledge base articles Conduct technical and incident handling knowledge transfer sessions Carry out research on supported technologies and develop actionable threat advisory documentation Professional Development – 20% job weightAttends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager What we expect of you Bachelor's degree (B.A./B.S.) or a 3-year diploma in Engineering, Computer Science, or a Technology related field and 3 years of security experience in a client‑focused environment, and/or working in a security operations center, OR 8 years total of Information Technology experience to include 3 years of security experience in a client‑focused environment, and/or working in a security operations center At least 2 administrator or expert level technical certifications in Managed Security Services disciplines, included but not limited to:Check Point: CCSA, CCSE: Cisco; CCNA‑Security, CCNP – Security, CyberOps Professional, CCIE – Security; Palo Alto: ACE, PCNSE, Cortex XDR: PMXdS, PMXdC; IBM QRadar Security – Certified Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, Crowdstrike Falcon – CCFA, CCIS, CCFH, CCCS; Exabeam: Security Engineer Associate, Security Engineer Advanced, Associate Implementation Engineer; Tenable VM Specialist , Microsoft SC‑200, SC‑100, C|EH, C|CIH or similar technology certifications 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 weekends, holidays, and overtime. Positive team influence, approachable, supportive, and actively participates in coaching and learning. Punctual and organized, ensures timely completion of tasks. Experience supporting and implementing IT infrastructure and Information Systems design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio Demonstrated ability to investigate increasingly complex problems where analysis of data requires evaluation of identifiable factors from multiple IT infrastructure systems Demonstrated ability to select continuously select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives Proven ability to establish collaborative approach to problem solving, ensuring that others input is gathered and discussed, and that solutions generated by the team are tested and proven Mentors team members and works independently with minimal supervision. Sets and achieves goals autonomously, contributing to team and organizational objectives. Demonstrated ability to achieve high level of Customer Satisfaction on all engagements Demonstrates strong verbal and written communication skills, as well as proficiency in Microsoft Office tools. Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications. Pay range: $ 33.34 - $ 46.46 hourly, depending on experience and skill set About us We make technology work so people can do great things. CDW is a Fortune 500 technology solutions provider to business, government, education, and healthcare organizations across the globe. At CDW, we make it happen, together. Trust, connection and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re your long‑term, full‑stack, full‑lifecycle technology partner. We have the experience, expertise, scale, relationships and deep industry knowledge to bring just about any vision to life. Together, we can deliver the full promise of what technology can do. Together, we Make Amazing Happen. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW’s AI Applicant Notice. #J-18808-Ljbffr