|Preferred GIAC Certifications||GCIH, GCFE, GCFA, GREM|
|Contact Name||Troy M. Bettencourt|
Intake Consultant - Incident Response
The Incident Response (IR) Intake Consultant is a fast-paced technical consulting role that is at the forefront of a global Incident Response Consulting team within the SecureWorks Division of Dell Technologies.
This role will coordinate between stakeholders to include the prospect or customer, service delivery specialists, and account support team members in order to determine a course of action for incoming service requests. The incumbent will monitor several communication channels, answer inbound telephone calls, address customer emails, triage service requests, and coordinate the scheduling of teleconference calls to discuss potential service delivery events. Additional duties include, but are not limited to, assisting customers with standard technical issue resolution, updating customer records within CRM and ticketing systems, escalating issues on the customer’s behalf to service delivery specialists, and performing routine technical tasks related to the intake and routing of the services that a customer receives.
Work with Prospects and Customers to rapidly assess Cyber Security Incidents and Incident Response service requests that are escalated to Secureworks
Rapidly assess Cyber Security Incidents, develop plan of action, determine skillsets required and ability for Secureworks to respond
Enable sales staff through confidence inspiring interactions with Prospects and Customers, demonstrating best in class Incident Response knowledge with willingness and eagerness to assist
Manage urgent and critical interactions with all levels of prospect and customer staff from Leadership to Technical Staff
Maintain professional, calming, and authoritative presence in crisis situations
Take ownership of, triage, and update tracking systems for service requests
Gather contextual information from multiple sources to establish a service request course of action or respond to a standard request for information, to include threat intelligence data sets, service delivery engagements in progress, previous service delivery engagements, service delivery procedures, and service descriptions
Inform and facilitate appropriate contract vehicle for net new customer service requests
Liaise with practice leaders, team leads, and account executives to schedule the appropriate personnel to join teleconference calls with prospects and customers seeking IR services
Facilitate communications with prospects, customers, account support team members, and service delivery specialists to assess scope, objectives, and required skillsets for IR enrichment service requests at the “pre-sales” stage or “pre-delivery” stage of potential service requests
Route service requests to the proper service delivery team with the appropriate level of urgency and communication channel in a professional and courteous manner with an emphasis on customer satisfaction
Support the development and documentation of process improvements for efficient and effective response to IR service requests
Minimum five (5) years of experience in cybersecurity operations or IT/Network Security Engineer
Minimum three (3) years in a customer facing support role (Security Engineer, Customer Services, Consulting, Professional Services)
Professional degree relevant to cybersecurity
Excellent technical communication skills (oral and written) including experience briefing executive management and experience in times of crisis
Theoretical and practical knowledge in the following areas:
Unix, Linux, Windows, and OSX operating systems
Exploits, vulnerabilities, intrusion vectors, and malware
Host, network, and malware analysis techniques
Network traffic analysis, endpoint activity analysis, and log analysis techniques
Understanding of enterprise cyber incident management and response processes
Understanding of enterprise cybersecurity controls and failure modes
GCIH, GCFE, GCFA, GREM, CISSP, CISM, or similar cybersecurity technical and managerial certifications
DevOps methods and ITIL framework knowledge are a plus
Relevant law enforcement/military training and experience in cybersecurity and other industry standard certifications
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Management Level: Individual Contributor I8