Service Operation Technician

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors.

We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses.

We deliver vital work at scale, with real breadth and impact. We connect for good.

Security is one of the fastest growing parts of our global organisation. We protect our networks from more than 6,500 cyber-attacks each day, invest over £40m in research each year and employ more than 3,000 people - which makes us the largest private cyber security employer in the UK. With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture potential and shape your future - whatever your background or experience. You can find out more about Security in BT here

In today’s world, safe and secure digital connections have never been more vital.

You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries.

With huge scale, we’re capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed.

Play your part, Make a difference.

We are the Protectors.

**What you'll be doing**:

- Manage Complete Security Incidents Process for Detection, Analysis, Response and Remediation. - Manage Change Process mainly for Simple Changes Request and participate in actions for Change Complex Request for perimeter security devices. Firewalls, Proxies, WAF, etc. - Manage Vulnerability Detection process and understand complete end to end process until remediate the vulnerability based on it clasification detected.
- Complete process of: - Case Registration in Ticketing System. - Simple Changes Request and participation in Complex Changes Process as part of Remediation Process. - Initial event investigation in case of Incident detection in perimeter Landscape. - Basic triage activities.
- Responsable keeping control of SLAs defined for every type of Incident Security defined per customer ensuring comply.
- Discipline to follow the process and documentation defined to ensure the quality parameters defined.
- Manage process escalation to Security Specialist and SSOM regarding defined by every meassure defined per incident security type.
- Initiative proactive and anticipation reporting improvements or lack process detected.
- Must be ensure progresively skills and dynamism to manage the systems and tools demanded for deliver the service with agility and ability.
- Home office is available in this role depending on further agreement

**This role will suit you if you have the following skills**:
**Soft skills**:

- Ability to meet the customers’ needs in line with the business requirements
- Focusing on the objectives and the required outcomes of the processes while delivering a service
- Working with a cooperative and positive attitude in a group setting to achieve common goals
- Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
- Ability to comprehend and to oversee various aspects of a problem or a situation
- Taking the responsibility and taking care of the consequences of making a decision
- Using all data and information available to analyse and understand a situation, with the aim of supporting decisions
- Proven experience in delivering effective and engaging presentations to a variety of audiences is an advantage
- Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
- Strengths and abilities that help to oversee processes and guide people toward the achievement of goals is an advantage
- Ability to find root causes of problems and to focus on their quick and efficient solution is an advantage
- Ability to think out of the box considering colateral enviroments and understanding roles/responsabilities of colateral stakeholders (customer mainly).

**Professional skills**:

- Demonstrable experience of 1 year as an Operator in customer/end-user service and support teams based CySOC Teams or equivalent in CNOC/NOC managing Change Management Process based in configure policies and rules inside of Response process for Mitigate/Remediate or Content Security Incidents.
- Demostrate deep Knowledge: - Prefereed FWS: Palo Alto, CheckPoint, CISCO, F5, Fortinet. - Prefereed Proxies: Umbrella SIG, Zscaler Symantec AWS.
- Demostrate deep Knowledge: - Prefereed NAC: Forescout, CISCO ISE. - Prefereed WAF: F5, Incapsula - Prefereed Vulnerability Systems: Qualys, Tenable.
- Demostrate deep Knowledge: - Prefereed NAC: Forescout, CISCO ISE. - Prefereed WAF: F5, Incapsula - Prefereed Vulnerability Systems: Qualys, Tenable.
- Other preferred skills: - DDoS. Akamai, Arbor, Imperva. is an advantage

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