Security End To End Solutions Support Engineer

Provide level 3 functional support to teams deployed in the regions, analyze reported incidents and propose remedial actions and, if necessary, follow up on problems requiring the delivery of a new product version

1)ELIVERY OF SUPPORT
Monitoring and processing of alerts trigged by Jira Monitoring tools
Level 3 support and analysis (White box analysis)

Process ecalated tickets by level 1&2 support for security solutions linked to the solutions and escalate to level 4 If necessary
Process Level 3 proactive tickets within established rules and defined KPIs If necessary describe and simulate the steps leading to the problems reported or to the requests for evolution
3)management problem
Analyze the tickets created and make in-depth analyzes in the event of recurring problems and launch proposals for improvements to the solutions if necessary
Ensure the follow-up of detected problems and their resolutions by levels 4 (dev team)
Consolidate the elements for the drafting of RCA and the writing of user manuals
Implement if necessary a supporting knowledge base for solutions and collaborate in the drafting of ADOC training
Provide a weekly report of the evolution of incidents processed