Cyber Security Application Support Engineer in Northborough, Massachusetts | DiversityInc Careers
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Cyber Security Application Support Engineer

Description Job Purpose : This is a multi-function role with the responsibility of End to End support ownership and application engineering support for National grid’s Cyber security systems. Position responsibilities (including but not limited to): Triage the tickets to appropriate resolver groups & Maintain formal record for ticket closure Liaise directly with all the support functions (Infrastructure & Network or 3 rd party vendors) for any problem or incident resolution. All such communications should be accompanied with a ticket in the National Grid system Use National Grid ticketing system as one stop to report incident/problem/emergencies tickets. All relevant updates to the ticket to be formally recorded in the ticketing system, for audit and service reviews Support security appliances like Cisco - Stealthwatch, Skybox & HPe -Arcsight Ensuring that the security services are fully operational and any loss of service is restored in a timely and efficient manner Adhering to our strict SLAs for response and restoration times Problem determination, workaround resolution, root cause analysis, major incident management Deployment of service releases, patches, requests and customisations Create productive relationships with and between key stakeholders Ensure that solution and application support documentation are maintained to the highest quality and accuracy Periodic SLA review with the service owner Provide Regular Service review reports for the NG Service Owner Manage and update escalation matrix for each supported product vendor. Periodic incident and change management reports to be shared with NG Participate in NG review process when required, for the services (platform administration and support of ArcSight, Skybox and Stealthwatch) rendered. Flexibility - responsibilities may require occasional out of office hours working (evening and weekend work) Qualifications Knowledge & Experience Required: 2 years proven experience Degree level or demonstrable equivalent experience Experience of working with Windows & Linux operating system Familiarity with E2E ticket handling systems Practical experience in coordinating and liaising with various teams towards resolutions of incidents Excellent analytical and problem solving skills Ability to work both independently and as part of a team Understanding of software development cycle Previous experience dealing with support cases and tickets Understanding of change and release management Practical experience of working with or supporting security appliances, network assets or IT infrastructure Excellent written and communication skills Familiarity with ticket handling systems Ability to perform remote troubleshooting and provide clear instructions Knowledge of network security concepts, protocols and technologies Previous experience dealing with support cases and tickets Practical experience of working with or supporting security appliances, network assets or IT infrastructure Experience of ITIL practices This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills. National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team. Job : IS DIgital Security & Risk Primary Location : MA-Northborough Organisation : IS Digital Security & Risk Schedule : Full-time Job Posting : Jan 10, 2018, 1:41:31 AM Unposting Date : Feb 9, 2018, 4:59:00 AMAdvertisement