STS Ops Encryption and AppSec Support Technician

Job Title : Data Protection – Supervising Associate – (STS)

Requesting Function: Security Technology Services

Requesting Sub Function : Security Operations

Job Summary:

Key Responsibilities(analytical/decision making/supervisory):

• Provides a level of basic and advanced technical support for execution of the daily management, administration and maintenance activities aligned to protecting the security infrastructure for encryption technologies. 
• The role provides technial assistance to the issues escalated from various other support team. Implementing data at rest encryption as per the guidelines from Security consultants.
• Recognizes and applies the prescribed methodology within such industry frameworks as Information Technology Infrastructure Library (ITIL) to identify basic and advanced problems with endpoints data at risk.
• Collaborates with various stakeholders such as the Application Owners and Security Consultants to apply appropriate solutions and technologies to protect data at rest.
• Performs restorative and maintenance actions remotely using troubleshooting and technical skills that may be advanced in nature to perform triage, analysis, response and remediation for issues with implementation of encryption and data at rest solution. 
• Determines activities with software/systems engineering and/or application development in which reported encryption issues require escalation to engineering support teams within STS. Assists, as part of a team of skilled technicians, in technical implementation, support tasks and activities for data security implementations.
• Identifies, analyzes and escalates noted patterns in incidents associated with EY encryption on endpoint devices to isolate specific causes or recognize trends as a prevention of future re-occurrence utilizing

Analytical/Decision Making Responsibilities:

The role requires advanced analytical skills to probe for understanding and addressing as appropriate both common and more complex IT staff and end-user incidents escalated from the Global Service Desk and Application owners.  The role is expected to make sound decisions to address a single end-user’s endpoint encryption issue or multiple users issue in same location or in guiding broader global functionality issues that may affect portions of or entire business units.  The role also involves in active decision making while implementing data at rest encryption on services by asking timely questions during the onboarding phase. The role needs to drive the priority and time management of their own efforts to support/resolve assigned activities and communicate results and findings to end users, application owner and management as necessary.

Knowledge, skills and experience requirements:

• Well defined analytical skills to conduct effective issue analysis so that key issues are properly identified and effective solutions are provided.  Uses analytics to identify issues for solution as well as escalation for endpoint encryption for whole & removable disk issues, data at rest encryption issues that have wider impact.  
• Working knowledge of Information Technology Infrastructure Library (ITIL) to identify industry standards and procedures for Incident, Problem, Change and Knowledge as appropriate.
• Familiarity with core businesses supported to recognize the impact of endpoint technology issues to a to engage and participate with confidence on escalating issues that impacts a particular desktop, business or location. 
• Solid interpersonal skills to adapt personal communication styles to the style of others, to engage with all levels of the organization, staying calm under pressure and to maintain and/or restore service in the event of a disruption.
• Personal time management skills to prioritize workload and work through issues and incidents with efficiency.
• Strong oral and written communication skills in the English language to work effectively with all levels of end users and IT personnel.
• Working knowledge of both Windows desktop and server operating system as well as familiarity with the Linux Operating

Qualifications, Certifications and educational requirements:

Education:

• Bachelor's degree in computer related field or equivalent work experience.

Experience:

• Approximately 7-9 years of experience in various information techonologies including application support, service desk, desktop support, firewall or network operations or security.

Certification Requirements:

• Information Technology Infrastructure Library (ITIL v2 or v3 Foundations training) (preferred)