Information Security Analyst- ITSM

Position : Information Security Analyst (Service Delivery Management, Metrics & Onboardings)

REPORTING TO:

Lead Information Security Consultant (Service Delivery Management, Metrics & Onboardings)

REPORTING LOCATION : Costa Rica

WORKING LOCATION: India

SUMMARY OF ROLE AND OBJECTIVES:

The Service Delivery Management, Metrics & Onboardings crew actively participates in managing the delivery of the Security Services to internal service consumers.

The Information Security Analyst (Service Delivery Management, Metrics & Onboardings) is responsible for service management activities for assigned service consumer base, acting as the SPOC (Single Point of Contact) between the service consumers and the Eurofins Group Security, resulting in positive customer satisfaction.

From operational perspective, the Information Security Analyst (Service Delivery Management, Metrics & Onboardings) is responsible for the health of security services for internal service consumers.

ROLE & OBJECTIVES :

Specific Assignments:

The main responsibilities of an Information Security Analyst (Service Delivery Management, Metrics & Onboardings)

• Security Tools Onboarding - 20%
  • Partners with internal service consumers to successfully configure and deploy one or more of the following tools or services:
    • Endpoint Protection
    • DNS protection
    • Secure web access
    • SIEM - Security Information and Event Management
  • General responsibilities for any of the tools:
    • Guides the service consumer on how to best deploy the solution components, using standard operating procedures.
    • Supports the customer to troubleshoot any technical issue that might appear during the onboarding of any of the tools, including OS (Linux/Windows) level, GPOs, policies etc.
    • Configures and prepare custom packages for each new service consumer, to facilitate the deployment of the tools.
    • Defines and implements custom polices, tailored to the need of each service consumer.
    • Acts as a SPOC (Single Point of Contact) for the service consumer for each of the services that is onboarded.
  • Engages SME (Subject Matter Expert) crews to troubleshoot complex issue.
  • Escalates project delays or issues to Functional or Line manager.
• Service delivery management activities - 80%
• • Supports Service Delivery crew to run processes for Zones and non-integrated ELEs, including but not limited to setting deployment expectations, building project timeline, resources management, streaming communication across different stakeholders, monitoring and reporting progress and activities.
  • Cooperates with internal Security crews and other Security stakeholders to further develop security operations, tools, and processes.
  • Ensures that all relevant documentation for in scope services is available and updated.
  • Provides a clear and regular update to service consumers on action items, including proposed actions and dates to closure.

Other Assignments:

• Supports the Lead Information Security Consultant, the associate Director in day-to-day activities.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

Minimum of 1 year of experience in a Service Delivery role.

Minimum of 1 year of operational experience in Security oriented IT roles (cybersecurity, IT Risk, etc. )

Required

• Strong knowledge in IT Service Management practices.
• At least 1 year of experience in Service Now platform (reporting, ticket management, workflows)
• Experience in deploying or managing an implementation project, for at least one of the following technologies: SIEM, EDR, DNS, or web filtering/proxy.
• Basic understanding of
  • security threats and attack vectors
  • log management
  • the workings of networking technologies and firewalls, proxies etc.
• Ability to understand complex IT infrastructures.

Appreciated

• Experience in IT project management.
• Experience in security Incident detection and management.

Personal profile

• Outstanding communication skills (concise writing and orally convincing).
• Excellent interpersonal relation skills at all levels of the organization.
• Strong ability to translate technical requirements to non-technical people.
• Ability to work in a complex international environment.
• Eager to learn and continuously develop personal and technical capabilities.

Education required:

• Languages: fluent English.