TTECH_Incident Support Analyst

hace 3 semanas


LIMA, Perú Telefónica A tiempo completo

¿QUÉ HACEMOS EN EL EQUIPO? 

En Telefónica Cybersecurity & Cloud Tech El servicio tiene como objetivo un grupo técnico de primer nivel para todas operaciones de seguridad, atención de incidentes y requerimientos sobre las plataformas comunes, soluciones estándares y ciberseguridad. Análisis de seguridad de los clientes con la generación de boletines e informes

 

¿CÓMO SERÁ TU DÍA A DÍA? 

  • Primer nivel de soporte al cliente, ante situaciones de falla, configuración y calidad de servicio
  • Detección, aislamiento, diagnóstico y corrección de las fallas o averías que se produzcan en relación con los servicios de seguridad contratados a Telefónica.
  • Identificar los procedimientos de actuación relacionados con el tipo de incidente/evento/requerimiento.
  • Identificar las tareas requeridas para la resolución del incidente/evento/requerimiento.
  • Elaborar los informes periódicos y/o los reportes de incidencia para los casos relevantes y su envío vía correo electrónico a las personas establecidas según sea el caso.
  • Elaborar los boletines de seguridad.
  • Coordinación, seguimiento y escalamiento con áreas operativas o administrativas para atención de averías según SLA del cliente hasta su solución.
  • Generación y mantenimiento del histórico de requerimientos e incidencias por mes.
  • Reportar y/o atender las averías en las herramientas de gestión correspondientes y/o utilizando los canales de atención según sea el caso para asegurar la correcta gestión de seguridad minimizando la exposición en términos de seguridad.
  • Atender las alarmas visualizadas en las herramientas de Gestión y su diagnóstico respectivo.
  • Monitoreo de alarmas, los eventos son aquellos que causan afectación de seguridad de acuerdo con los alcances contratados según el caso, la indisponibilidad de conexión, de caída del servicio, deben generar alarmas visuales en la herramienta de monitoreo, que permita al grupo de soporte reconocerlas, filtrarlas notificar y/o tomar acciones apropiadas según el caso, debiendo ser el inicio para el proceso de gestión de incidente.
  • Monitoreo de Performance, los eventos de performance son aquellos que causan la degradación del servicio o la saturación de los equipos o algunos de sus componentes (como procesador, memoria y/o disco) y deben generar alarmas visuales en la herramienta de monitoreo.

 

Y PARA ELLO, CREEMOS QUE SERÍA IDEAL QUE CONTARAS CON… 

Experiencia  Experiencia de  4 años en las funciones anteriores.

                                                                                                      

Formación   

Graduados técnicos o universitarios de carreras de Ingeniería de Sistemas, Telecomunicaciones, Informática o afines.

Conocimiento de ISO 27002.

Conocimiento de office avanzado.

Conocimiento y manejo de KPIs.

Experiencia en atención de incidencias, altas, bajas, etc.

 

Competencias:

Organización.

Gestión.

Comunicación efectiva.


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