Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue you’ll love your career at IBM.
Your role and responsibilities
- Provide technical inputs for monthly customer service review reports and contribute to the creation of Service Improvement Plans.
- Monitor ticket queues ensuring timely updates and comprehensive closure summaries.
- Apply expertise in Incident Change Problem Service Request and Configuration Management Processes.
- Manage monitor resolve and report network security incidents involving equipment deployed across multiple client locations in India.
- Conduct daily incident analysis and publish reports to enhance transparency and security oversight.
- Maintain compliance with security policies and processes while striving for continuous improvement.
- Analyze key security metrics and escalate anomalies to appropriate teams.
- Operate in a 24/7 SOC environment to meet client requirements for cybersecurity monitoring and response.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
- Minimum 2+ years of experience in SIEM with platforms like QRadar ArcSight or Splunk for security monitoring.
- Proficiency in Incident Response handling security events through SOC channels (SIEM Tickets Email Phone).
- Strong knowledge of threat intelligence attack patterns and security incident handling workflows.
- Expertise in threat modeling use case development and security policy review.
- Ability to triage investigate and escalate security incidents based on severity and impact.
Preferred technical and professional experience
- OEM Certified SOAR Specialist + CEH certification preferred.
- Hands-on experience with Security Orchestration Automation and Response (SOAR) technologies.
- Ability to work independently with a creative and proactive approach to security challenges.
- Strong time management and adaptability skills in fast-paced security environments.
- Exceptional interpersonal and teamwork skills to ensure smooth collaboration.
- Commitment to continuous learning through workshops certifications and industry publications.