Town & Country, MO


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Position Description: 

The Senior Security Engineer’s primary function is to manage and maintain managed security solutions associated with customer monitoring activities, through the processing and management of incident and request tickets, as they are assigned. This includes receiving and managing escalations from SOC Analysts, Junior Engineers, customers, and other internal groups. The Senior Security Engineer is expected to contribute to internal documentation and adherence SLA targets and requirements. The role includes hands on troubleshooting, interfacing with clients and associates as needed to resolve complex cases, and maintaining GSO security platforms. Senior Security Engineers are expected to participate in, and contribute to planning and implementation of strategic and operational projects in efforts to achieve overall GSO goals. Senior Security Engineers are expected to be able to troubleshoot complex problems with little oversight, take ownership and work independently as needed to resolve customer issues 


Duties and Responsibilities: 

• Projects – Provide contributions as assigned to any/all departmental projects, as assigned by management. 
• Serve as primary escalation point for Tier 2 or customer incidents and requests as assigned, as well as any daily activity encountered during the daily operations of the GSO. 
• Act as liaison between GSO and parallel or upper tier groups to ensure resolution of escalated issues. 
• Case Management – Creation and regular maintenance of cases for client impacting security issues, administrative and maintenance tasks, as well as appliance issues. Senior Security Engineers are also responsible for managing Ticket/Case queue to ensure that all applicable cases are resolved within applicable SLO/SLA requirements. 
• Tuning and Maintenance– regularly participate in tuning and maintenance activities of all applicable GSO platforms within established guidelines and procedures. 
• Training and Mentoring GSO personnel as needed, or assigned by management. 
• System Maintenance – assisting Tier 4 team members with maintenance, tuning, and installation of security devices, as needed. Also responsible for general troubleshooting of solution failures based upon documented procedures, general knowledge, problem management or guidance by Management, Senior Security Engineering staff and vendors. 
• Vendor and Industry training as requested by Management. 

Administrative Tasks: 

• Maintain proficiency and be able to complete common tasks on a variety of security appliances applicable to the security organization as a whole, as directed by management. 
• Report Creation – creating temporary or permanent reports for customers, as requested. 
• Provide Incident descriptions and recommendations for customers, as requested or assigned by management. 
• Customer Training – provide customer training on self-service aspects of product offering, as assigned by management. 
• Contribute to creation, implementation, and maintenance of documented policies and procedures for the GSO and other departmental groups, as directed by management. 
• Creating and processing scheduled maintenance activities 

Shift Responsibilities: 

Senior Security Engineers may be assigned specific shift hours, during which they are responsible for the following activities as an escalation point for the SOC: 

• Daily Case Management – the Senior Security Engineer will review cases across multiple CRMs and provide any follow up that may be required. 
• Troubleshooting assigned solution related incidents as they are escalated to our queue(s) 
• Consulting with colleagues and other account stakeholders to ensure customer and solution specific processes are followed. 
• Maintenance activity review and implementation 

Job ID #16845