Fraud Analyst responsible for managing fraud investigations and supporting fraud risk strategies at a fintech company. Ensuring compliance and effective communication across teams.
About the role
- Sr. Analyst providing technical support in cyber security at CDW, focusing on incident response and analysis. Collaborating with teams and improving service delivery in a hybrid environment.
Responsibilities
- 24x7 Support – 60% job weight
- Monitors and resolves support requests.
- Escalates unresolved issues to senior team members and/or manager(s)
- Performs deep analysis of the operating system.
- Handles Cyber incidents, system crashes and bug fixes.
- Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues.
- Issues may multiple interactions with clients and/or vendors to resolve.
- Identifies efficiencies and improvements in workflow, thus reducing false positives in client environments.
- Performs root cause analysis and collaborates with consultants and other Analysts to solve repetitive system performance or configuration problems.
- Provides technical knowledge transfer to clients and internal department on low complexity problems.
- Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership.
- Applies Trusted Advisor techniques to build up client trust and influence loyalty.
- Service Delivery Improvement - 20% job weight
- Provides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and the use of tools and templates to troubleshoot client requests.
- Development of Standard Operating Procedures (SOPs) and knowledge base articles.
- Professional Development – 20% job weight
- Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager.
- Participate notably in assigned self-paced trainings.
Requirements
- Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 1 years of security experience in a client-focused environment, and/or working in a security operations center, OR 6 years total of Information Technology experience to include 1 years of security experience in a client-focused environment, and/or working in a security operations center
- At least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to: Microsoft SC-200/SC-100/SC-300/SC-400/ SC-900; PCNSE, Cortex XDR: PCDRA, IBM QRadar Security Administrator; Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer, CrowdStrike Falcon CFA, , C|SA, CEH or similar technology certifications
- Experience with Cyber Security Incident response (triage, investigation, remediation, tuning), primarily with Microsoft Defender and/or Sentinel.
- Relevant experience with another vendor platform is an asset.
- The position is part of a 7-day per week, 24-hour per day managed services operations.
- Provide direct client support, managing tickets and handling calls.
- Collaborate internally and externally to troubleshoot technical issues.
- Analyze and resolve problems across MSS supported technologies.
- Experience supporting IT infrastructure and Information Systems design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio
- Contribute to team objectives and maintain high customer satisfaction.
- Mentor less experienced team members and prioritize tasks effectively.
- Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.
Benefits
- Professional Development
- Team Collaboration
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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