Managed Service Senior Security Administrator

**Position Summary** The Managed Service Security Administrator **in MEXICO** primary responsibilities focus on helping Managed Service Customers in their daily work with data protection tasks. This work includes policy/rule management, agent configurations and health checks. The Managed Service Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers inside these calls. **Essential Functions** * Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/ false positives etc.), policy upgrades, solution health monitoring & use case consultations. * Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives. * Perform any required configuration changes to MSP systems * Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis. * Liaise with customers, as well as perform effective and timely case resolution. * Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality. * Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup. * Follow change management process support by providing clear documentation of planned actions and their status and result. * Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution. * Work with cross functional team to deliver secure, stable and supportable infrastructure **Position Qualifications** * 6+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments. * 2+ years’ experience with implementing and managing Digital Guardian solutions and developing rules/ policies * Bachelor’s degree with a focus in computer science, management information systems or related discipline, or equivalent combination of education and experience * Demonstrated Multiplatform fluency with Linux, OSX and MS Windows * Familiarity with VMware/HyperV virtualization technologies sufficient to facilitate the access, setup and management of predefined templated environments for testing, triage and production application support. * Working knowledge of Systems Scripting (PowerShell ,VBS, batch or similar) * Competency with Windows, OSX and Linux operating systems user function, administration and trouble shooting. * Solid prioritization and time management and logical problem identification and diagnosis skills. * Windows MSI and Shell Script installation package construction (.pkg) for Linux and OSX. * Basic knowledge of MSSQL and Database concepts and backup/recovery methodology. * Prior work interfacing with Microsoft Dynamics365 or similar case management services. * Excellent customer expectation management and communication skills. * Use of remote meeting and access utilities to facilitate customer interaction.