Consultant

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

The Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and customer service excellence. The Consultant may specialize in a particular discipline and continues to develop a platform of technical expertise, acting as a Subject Matter Expert.

In addition, the Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation. The Consultant acts as a primary technical owner on the assigned accounts. This role requires strong hands-on proven working experience on various SIEM technologies, including deploying, managing, customizing, and optimizing a SIEM solution.

What you will do:

1. Services Delivery – 50% job weight
   • Manages complex technical questions and ticket escalations and monitors system performance.
   • SIEM deployments, customization, tuning and optimization of SIEM solution.
   • Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
   • Recommends process improvements to drive efficiencies, reduce the average time to troubleshoot, and reduce false-positive alerts.
   • Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies.
   • Embodies Trusted Advisor techniques to build client trust and influence loyalty.
   • Confidently runs Great Meetings, differentiating services per MSS positioning.
   • Accountable for the delivery of quarterly, monthly meetings and tuning calls with assigned accounts.
   • Handles technical account management responsibilities for assigned accounts.
   • Helps improve the business, proactively engaging when service is inconsistent or risk is identified.
   • Mentors team with technical advice/support.
   • Identifies and manages out-of-scope requirements and facilitates the resolution.
2. Services Improvement and Enhancement - 35% job weight
   • Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
   • Accountable for executing on identified recommendations to improve client’s security posture.
   • Develops reports and presentations and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.
   • Recommends process enhancements and drives efficiency by reducing average time to troubleshoot, repetitive issues, and problem service tickets, reducing false-positives.
   • Develops best practices, strategies, methodologies, business process documentation, and templates suitable for use by other Consultants, Specialists, and Analysts.
   • Contributes to the development of service definition and content packs.
   • Makes recommendations to improve workflows and drive automation, creating efficiencies.
   • Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles.
   • Conducts technical, procedural, and incident handling knowledge transfer sessions.
   • Conducts research on supported technologies and develops actionable threat advisory documentation.
   • Identifies out-of-scope requirements and brings them to manager’s attention.
3. Professional Development - 15% job weight
   • Participates notably in assigned self-paced trainings.
   • Develops self-paced technical training content on supported technologies and processes.
   • Attends training sessions or shadowing activities, and obtains industry-related certifications as determined by the Manager.

What we expect of you:

1. Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology-related field.
   • Holds technical Advanced or Expert level certifications for at least two (2) technologies for which CDW provides managed security services and has at least five (5) years of Security Support experience in a client-focused environment, and/or working in a security operations center.

Managed Security Services certifications may include, but are not limited to:

SIEM Products (Admin or deployment level): IBM QRadar: Administrator, Deployment Professional, SumoLogic, Microsoft Sentinel, Splunk, Exabeam, Elastic.

General Security Knowledge: GIAC, CISSP, CCSE, CEH, Security+ or other security certifications.

In-depth knowledge of security logging for Linux, Windows, major EDRs, Firewalls, & Active Directory.

1. Other position requirements
   • Demonstrated strong hands-on working experience on SIEM technologies (QRadar, Splunk, Exabeam, SumoLogic, Microsoft Sentinel).
   • Skilled technical and consultative individual expected to be strong in both technical delivery and soft skills. Must be a proven self-starter with the ability to problem-solve, communicate, participate in diverse project teams from a technical perspective, and interface effectively with customers, vendor partners, and colleagues. Establish & maintain productive and respectful relationships with the delivery team, practice management, and client management team.
   • Solid prioritization/time management skills.
   • Experience with direct system engineering or support involving hardware, software, and services at an enterprise level for at least one product line in the designated practice.
   • Experience presenting ideas and solutions to clients and adapting presentation style to fit client situations.
   • Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting.
   • Demonstrated ability to investigate complex problems where analysis of situations or data requires an in-depth evaluation of variable factors from multiple IT infrastructure systems.
   • Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices and make recommendations to achieve targeted objectives.
   • Demonstrated ability to establish a collaborative approach to problem-solving, ensuring that solutions generated by the team are tested and proven.
   • Demonstrated ability to work under minimal supervision, using latitude for independent judgment.
   • Proven ability to proactively step into team leadership roles and empower others to increase contribution and level of responsibility.
   • Demonstrated ability to achieve a high level of Customer Satisfaction on all engagements.
2. Preferred qualifications
   • Previous experience working in a Security Operations Centre (SOC) environment.
3. The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be available to work other shifts including weekends, holidays, and overtime.

The information in this description is intended to convey information about the job attributes, key responsibilities, and requirements of the job. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Descriptions are subject to change.