About the Role

The Security Specialist provides second‑level cybersecurity incident response support, upholds defined service level agreements (SLAs), and ensures customer service excellence for information security and endpoint security.

Key Responsibilities

• 24x7 Support – 60% of the role: Monitor, triage, investigate, remediate, and resolve cyber incidents.
• Escalate unresolved issues to senior team members or manager(s) and act as an escalation point for SOC first‑level analysts.
• Perform root‑cause analysis and provide technical knowledge transfer on low‑complexity problems.
• Identify, record, and report service performance trends, anomalies, and SLA breaches to senior leadership.
• Apply Trusted Advisor techniques to build client trust and influence loyalty.
• Conduct quality assurance ticket reviews to identify gaps.
• Service Delivery Improvement – 20% of the role: Collaborate with consultants to im...