Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/ false positives etc.), policy upgrades, solution health monitoring & use case consultations.
Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives.
Perform any required configuration changes to MSP systems
Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis.
Liaise with customers, as well as perform effective and timely case resolution.
Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality.
Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup.
Follow change management process support by providing clear documentation of planned actions and their status and result.
Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution.
Work with cross functional team to deliver secure, stable and supportable infrastructure

6+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.
2+ years’ experience with implementing and managing Digital Guardian solutions and developing rules/ policies
Bachelor’s degree with a focus in computer science, management information systems or related discipline, or equivalent combination of education and experience
Demonstrated Multiplatform fluency with Linux, OSX and MS Windows
Familiarity with VMware/HyperV virtualization technologies sufficient to facilitate the access, setup and management of predefined templated environments for testing, triage and production application support.
Working knowledge of Systems Scripting (PowerShell ,VBS, batch or similar)
Competency with Windows, OSX and Linux operating systems user function, administration and trouble shooting.
Solid prioritization and time management and logical problem identification and diagnosis skills.
Windows MSI and Shell Script installation package construction (.pkg) for Linux and OSX.
Basic knowledge of MSSQL and Database concepts and backup/recovery methodology.
Prior work interfacing with Microsoft Dynamics365 or similar case management services.
Excellent customer expectation management and communication skills.
Use of remote meeting and access utilities to facilitate customer interaction.

Senior Managed Service Security Administrator

Key skills