Senior Specialist - Network Security

China, Shanghai, Shanghai

  • Provide 2nd level support. Operationally manage and support the Security infrastructure.
  • Communicate directly with the end customers and/or partners regarding incidents and requests utilizing phone, email, web services, or ticketing system.
  • Contribute to the content and sources for runbooks, SOPs, and KB articles.
  • Maintain Inventory of assets, software and hardware.
  • Develop business/technical critical know-how within area of expertise for the function.
  • Perform all administrative processes and procedures to ensure that the solutions and components meet agreed SLAs for availability and performance.
  • Being responsible for platform installation, daily administration, technical support and in maintaining consistent configuration according to established Change Management process.
  • Proactively monitor systems and platforms for performance, availability and capacity management and ensure that the solution and component escalations are minimized.
  • Ensure high level of customer satisfaction in promptly fulfilling requests, resolving incidents and managing changes.
  • Ensure procedures, processes and documentations are in compliance with regulatory guidelines and organizational standards.
  • Relevant concepts of ITIL, GxP and Project Management are understood, implemented and followed. These include Request Management, Incident Management, Change Management, Problem Management, Qualification & Validation and Project Management.
  • Participate in relevant IT projects and operational activities outside of normal day to day tasks.
  • Actively focus on own self-development in creating actionable plans to improve.