Senior Network Analyst

Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. *Senior Cyber Security Analyst Role Summary: The GTT SIEM platform is used to identify customer security incidents; One of the senior security analysts’ primary tasks is to take escalation from the analyst team and perform further analysis of the SIEM event; leading our customers to a remediation action that successfully mitigates the risk to their corporate and hosted environments. Responsible for providing technical expertise in the support of both hardware and software solutions; Palo Alto, Cisco ASR and LogRhythm SIEM. There is also a requirement to provide support to presales on occasion and also enhance the SIEM platform to identify customer security incidents and provide remediation advice through the development and implementation of playbooks. Job Scope/Supervision: Reporting into Director, Security Operations. The team work closely with our high value customer base to deliver a wide range of services including Security Incident & Event management, Secure Networking and Secure Hosting. The team culture and team ethic are very much ‘start-up’, move fast, change what needs changing fast, encourage ideas and use the good ones to move and improve. Duties and Responsibilities: Providing analysis of SIEM alerts escalated by 24/7 shift team. Work with customers to build security response procedures and playbooks Technical owner - customer environments from hardware to applications. Being part of a team providing resolution for our client base. Identifying improvements and advising on best practice. Manage 3rd party vendor support as required. Be part of an On Call support rota for 24/7 customer support. Adhere to team processes and the direction of the SM, TIC. Own customer engagement for a key customer to act as their principal contact for all security related services. Maintain and enhance customer secure network environments to fulfil strict standards for compliance. Platform Enhancements Support for Sales/Presales – discuss and design projects and implement within secure platforms. Design SIEM AIE triggers utilising experience of platforms and logging. Work with security engineering to perform routine maintenance on all security platforms. Performance skill gap analysis for 24/7 shift security team and identify pertinent training Support and mentor security analysts. Make recommendation on emerging threats and trends in the industry to entire team Research and implement required tooling to deliver team success. *Senior Carrier Support Technician Role Summary: The Carrier Relationship Management team is part of GTT international team of service professionals responsible for providing and maintaining effective customer service and satisfaction of customers in the Telecoms wholesale and corporate sectors. GTT Multilingual and international team is responsible for providing the highest level of support to customers across a wide geographic footprint and product types. Job Scope/Supervision: Reports to Senior Manager, Supplier Management. Duties and Responsibilities: • Liaise with GTT’s local tail suppliers (OLO) and build strong relationships. • Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket. • Manage OLO-related customer faults and ensure they are resolved within SLAB. • Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status. • Ensure appropriate processes are followed and associated documentation updated. • Clearly communicate incident progress throughout case life cycle until final resolution. • Work with internal operations in order to resolve customer issues. • Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents. • Provide documentation and reports to senior management on incident progress and resolution. • Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly. Documentation are regularly reviewed and updated to meet the highest standards. • Report security incidents to the appropriate operations functions on detection. • Comply to GTT Security Management controls, security policies and report security incidents to line manager. • Have an overview of the customer escalated tickets in the OLOM queue and able to always provide feedback to the OLO managers. Perform M1 external escalations - mainly proactively or reactively if requested. • Inform EOC managers when further external escalation is required when an OLO escalated ticket is not moving forward. • Advise OLOM colleagues about the correct way to handle tickets/tasks if irregularities are discovered. This is done either by approaching the colleague personally via One-on-One meeting or by sending a general email to the team without mentioning the name of the colleague. • Produce training plans and coordinate the trainings when new team members are hired. • Coordinate the assignment of new tickets/3rd party tasks in accordance with the team availability, individual productivity and at the same time load balancing the volume. • Advise the OLO managers about general issues with the team and propose solutions to resolve them. • Allocate the non-assigned RFO and Problem tickets daily. • Make sure the team schedule is up to date (in cooperation with the OLO Mangers) and populated respectively in the internal systems. • Attend and then brief the OLO manager after the daily C&M Escalation meetings at 10:30 CET. *Senior OCC Planned Works Administrator Role Summary: The Senior Planned Work Administrator responsibilities are to record, review and validate all Planned Work requests that may impact the GTT network and customer base which have been submitted via third party or internally. These activities are critical to planning, controlling, communicating, measuring and implementing all planned works performed by GTT or 3rd parties. In addition. Senior Planned work Administrator is responsible for quality and quick support to all internal and external parties affected by the planned events. Senior Planned work Administrator gives support to the rest team members during their everyday responsibilities, train the new employees, actively participate in solving everyday tasks and issues, helps in improving work process. Job Scope/Supervision: Reports to Manager, Change Management. Duties and Responsibilities: The Senior Planned Works Administrator will log, validate and, in some cases analyse, all Planned works submitted to the GTT Operations Change Control Team. The Senior Planned Works Administrator will process and/or navigate all internal and external request that relates to the according planned works. The Senior Planned Works Administrator will monitor the GTT Operations Change Control queues and systems and will watch for breaks of the defined KPIs. The Senior Planned Works Administrator will work with OCC management and contribute in the following areas: • Facilitate the approval process through the OCC Board Chairman or delegate • Coordination of Planned Works with internal suppliers and supporting engineers • Daily, Weekly & Monthly reporting of all Planned Works submitted with current status In addition, the Senior Planned Works Administrator will work with OCC Team and support them in following areas: •Provide information regarding internal systems, process and procedures •Provide everyday support to the team •Train the new employees •Guide the team to most valid and effective case solutions * Senior Service Desk Engineer Role Summary: The Service Desk & Tier 1 Senior Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role. In addition to the above, the Senior Engineer specifically acts as a mentor/trainer for all members of the team and supports the Team Leader as required. The Senior Engineer will fulfil the role of a Technical Training Champion allowing him/her to work with groups and individuals on upskilling their technical capabilities, leading and mentoring a virtual team of Senior Engineers and potential Senior Engineers ensuring the same level of technical skills is maintained and then distributed to other engineers within the teams. Job Scope/Supervision: Interacts with NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management. Reports to Manager, Service Assurance. Duties and Responsibilities: •Logging all relevant incident/service request details, allocating categorization and prioritization codes. •Providing first-line investigation and diagnosis using approved tools, systems and procedures. •Resolving/fulfilling incidents/service requests that are in scope. •Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions. •Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site. •Following-up with external technical and non-technical support organisations including 3rd parties until incident/request resolution/fulfilment. •Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager). •Keeping customers informed of progress. •Owning incidents/requests from ticket creation to resolution/fulfilment/closure. •Closing all resolved/fulfilled incidents/requests and other queries. •Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc. •Ensure the Configuration Management System (CMS) is maintained/updated. •Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams. •Ensure communication at all times is clear, concise, meaningful, professional and efficient. •Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve. •Identify need for Problem Management for reoccurring Incidents/Events. •Understanding of and familiarity with Customers’ services and solutions. •Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics). •Actively participate as required in meetings (customer, 3rd party, internal). •Conducting customer satisfaction call backs/surveys as agreed. •Coach/guide staff and new starters. •Act as delegate for the ‘Team Leader’. •Act as technical escalation gate for Junior and other staff. •Higher First Line Fix/Right First Time than Junior and other staff. •Organise and deliver group and individual (1-2-1) training sessions. •Lead/guide a virtual group of Senior Engineers within the department. •Interact with relevant technical functions as agreed with department manager(s) to drive shift left activity and understand feedback on Service Desk performance in a technical capacity. •Report on progress and plans related to the technical capabilities of the department. •Support interview process to identify suitable or capable candidates for the department. About GTT GTT provides secure global connectivity, improving network performance and agility for your people, places, applications and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies. We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence.