Job Description

Job Summary

The Subject Matter Expert in Security Pre-Sales will play a critical role in ensuring the timely resolution of escalations and incidents, in alignment with SLA and quality standards. This position focuses on enhancing customer satisfaction through effective communication, mentoring, and strategic analysis, contributing significantly to the overall effectiveness of our support and operations team.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Thorough Analysis And Adherence To Agreed Slas, Utilizing Expertise In Security Pre-Sales And Grc Methodologies.
2. Facilitate Value Addition Activities By Mentoring Team Members, Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Promoting Knowledge Sharing Across The Organization.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Contributing To Capacity Planning Efforts To Optimize Operational Efficiency.
4. Engage In Customer Meetings To Gather Feedback And Address Issues, Ensuring A Focus On Positive Customer Experiences And Satisfaction Levels.
5. Conduct And Validate Detailed Analyses, Including Root Cause And Trend Analysis, To Inform Strategic Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Expertise In Security Pre-Sales And Grc Practices.
2. Strong Analytical Skills For Root Cause And Trend Analysis.
3. Proficiency In Creating And Maintaining Sops And Documentation.
4. Excellent Communication And Presentation Skills For Stakeholder Engagement.
5. Familiarity With Capacity Planning Processes.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Information Systems Auditor (Cisa), Or Equivalent In Security And Grc Domains