Senior Managed Service Security Administrator

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage ongoing policies and rules, oversee console configurations, conduct health checks (including policy effectiveness reviews and false positive assessments), implement policy upgrades, monitor solution health, and provide use case consultations.

• Handle customer case management by ensuring prompt responses and status updates, executing effective escalations, and documenting action plans and steps taken to meet service level objectives.

• Make necessary configuration adjustments to MSP systems.

• Engage directly with customers to assist in troubleshooting and gather artifacts for diagnosis.

• Collaborate with customers to ensure timely and effective case resolution.

• Actively participate in training sessions to maintain a comprehensive understanding of product operations, configurations, and available functionalities.

• Conduct application and forensic reporting tasks, including archive recovery, data export, customer report execution, and integration setup.

• Adhere to change management processes by providing clear documentation of planned actions, their status, and outcomes.

• Undertake proactive measures such as monitoring key systems and service health metrics, including resource utilization tracking, job status monitoring, and issue resolution.

• Collaborate with cross-functional teams to ensure a secure, stable, and supportable infrastructure.

⛳️ Requirements

• Over 6 years of experience delivering direct customer technical application support in large-scale SAAS, Cloud, or customer-facing managed services environments.

• More than 2 years of experience implementing and managing Digital Guardian solutions and developing corresponding rules and policies.

• A Bachelor’s degree in computer science, management information systems, or a related field, or an equivalent combination of education and experience.

• Proven fluency across multiple platforms including Linux, OSX, and MS Windows.

• Familiarity with VMware/HyperV virtualization technologies to facilitate the access, setup, and management of predefined templated environments for testing, triage, and production application support.

• Practical knowledge of Systems Scripting (PowerShell, VBS, batch, or similar languages).

• Competence in user function, administration, and troubleshooting of Windows, OSX, and Linux operating systems.

• Strong skills in prioritization, time management, logical problem identification, and diagnosis.

• Experience in constructing Windows MSI and Shell Script installation packages (.pkg) for Linux and OSX.

• Basic understanding of MSSQL and database concepts, along with backup and recovery methodologies.

• Previous experience interfacing with Microsoft Dynamics365 or similar case management services.

• Excellent skills in managing customer expectations and communication.

• Proficient in using remote meeting and access tools to facilitate customer interactions.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development