Manages complex technical questions and ticket escalations and monitors system performance
Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements
Recommends process improvements in order to drive efficiencies, reduction of the average time to trouble-shoot, and reducing false-positive alerts
Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies
Embodies Trusted Advisor techniques to builds client's trust and influence loyalty
Confidently runs Great Meetings, differentiating services per MSS positioning
Accountable for the delivery of quarterly, monthly meetings and tuning calls with assigned accounts
Handle technical account management responsibilities for assigned accounts
Helps improve the business, proactively engages when service is inconsistent, or risk is identified
Mentors team with technical advice / support
Identifies and manages out of scope requirements and facilitates the resolution
Services Improvement and Enhancement - 35% job weight
Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements
Accountable for executing on identified recommendations to improve client's security posture
Develops reports and presentations
Provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.
Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues and problem service tickets, reducing false-positives
Develops best practices, strategies, methodologies, business process documentation and templates suitable for use by other Consultants, Specialists and Analysts
Contributes to the development of service definition and content packs
Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies
Makes recommendations to improve workflows and drive automation, creating efficiencies
Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles
Conducts technical, procedural and incident handling knowledge transfer sessions
Carry out research on supported technologies and develop actionable threat advisory documentation
Identifies out of scope requirements and bring to manager's attention
Professional Development - 15% job weight
Participate notably in assigned self-paced trainings
Develops Self-paced technical training content on supported technologies and processes
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
What we expect of you:
Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 5 years of Security Support experience in a client-focused environment, and/or working in security operations center, OR
9 years total of Information Technology experience to include 5 years of Security Support experience in a client-focused environment, and/or working in security operations center
At least 2 advanced or expert level certifications in Managed Security Services discipline, including but not limited to:s
The position is part of a 7-day per week, 24-hour per day managed services
Additional Information
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
The Sr Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and customer service excellence. The Sr Consultant may specialize in at least one of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and continues to develop a platform of technical expertise, that they act as a subject matter expert. In addition, the Sr Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation. The Sr Consultant acts as a primary technical owner on the assigned accounts.
Cdw · Mississauga / Forsythe - On