Snoc L1 Support

6 months ago

Kuala Lumpur, Malaysia Maxis Full time

Are you ready to get ahead in your career?
- We want to empower you turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

The SNOC Engineer will provide first level communications, monitoring, support, diagnosis, resolution and coordination with internal and external groups, utilizing multiple various network and security monitoring tools to ensure the viability of the service provider network, while responding to a variety of security and manage internet service issues.

What are you accountable for?
- 24x7 Proactively monitor, response, perform 1st level technical support, escalate and follow up alerts/tickets for network or security alert and escalate to a higher tier analyst/team lead in accordance with relevant processes.
- Manage customer security or network related inquiries/complaints via pre-defined support channels
- Prepare, verify and submission on security and network performance report for Managed Network Services customers.
- To own authority of SR/Issue ticket and make sure ticket response time and follow up to meet SOP among Internal engineering team, customer and Sales.
- To assist senior SNOC engineers on certain project as part of career improvement plan.
- Perform the daily health checks for network and security tools and appliance monitored.
- To analyse the potential cyber breaches, response and escalate the security incident to Customer
- Understand the ISO and SOP requirement in the operation.
- Perform checking for network or security equipment, testing, configuration.
- Check stock and spare unit and stock are minimum quantity at emergency SNOC stock place.
- Keep self-updates on current cyber security trends and news
- Review own KPI and job role and constantly provide suggest to senior for improvement

What do you need to have for this role?
- Degree in Computer Science, Information Systems/ Technology, Communications Management, Network Operations/Management, Network Security/Information Security, Cyber Forensics/equivalent.
- Work experience 0-2 years.
- Certification: CEH, CCNA, and equivalent
- Good working knowledge of security assessment tools and log analysis and SIEM tools.
- Good working knowledge of risk management principles, security governance, security operations, monitoring, incident management and security technologies such as system hardening (Windows / Linux OS), IDS / IPS (Sourcefire), and firewalls (Fortigate, Checkpoint, Palo Alto, Cisco, etc.)
- SNOC Level 1 post support flow and troubleshooting guideline.
- Network Infra and customer network monitoring and Ticketing System. Communication - Articulate technical information clearly & accurately without miss communication to others.
- Analytical & Problem solving - identify root cause & make straight forward decision based on pre-defined options using clear criteria / procedures on day-to-day operation. Consult with others for resolution when criteria are not clear.

What’s next?

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

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