• 3-5yrs (mid level)
• Technical Skills: Management of any web proxy tool (either of the following: Forcepoint, Bluecoat, Palo Alto)
• Management of any email security tool (either of the following: Cisco, Symantec, Microsoft)
• Understanding of cloud-based security tools
• College graduate

• The role holder is self-sufficient and has recognized specialist skills supporting multiple products for multiple customers
• in order to maintain the availability and security of the service. The role holder also delivers medium complexity work
• packages as part of customer implementation projects and has the ability to understand complex situations and activities,
• communicating basic technical information to non-technical people.

• Technical Capability. Candidate is required to have a sufficient knowledge of IT infrastructure environment, and the role of tools such as Proxy and Email Security perform. Clear understanding of different deployment architectures of Web and Email Security.
• Security Risk Capability. Required to have full understanding of the risks, mitigation and remediation of web and email security vulnerabilities. Required to have enough understanding of a security vulnerability to raise risk concerns.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate.
• Proactively analyzes trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
• Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. Stands in for the team leader.
• Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
• Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.