Secure PCI SME

Southfield, MI - Southfield, MI

Posted: November 13, 2014

Function

Purpose

Responsible for internal and external support for all individual solutions contained in the SecurePCI bundled solution. Expertise and work efforts focus on primarily on the implementation and maintenance of the Remote Cloud Access, Secure Cloud Gateway, PCI and Employee management portals as well as Internal and External Vulnerability Scanning services.

Major Responsibilities/Accountabilities

Essential functions/duties of the position

• Service Desk Subject Matter Expert:
• Create documentation and develop training for all junior support teams
• Review and Approve any new or existing knowledge base articles to ensure accurate and consistent information.
• Provide Cloud Access:
• Monitor multiple Level 2 and Level 3 queues to ensure proper SLA is achieved
• Resole escalated customer incidents within SLAs defined in the contractual agreements
• Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware/software vendors
• Provide additional assistance with Policy Manager and Backend systems to improve efficiencies and reduce downtime
• Secure Cloud Gateway Managed Firewall:
• Work with Provisioning/ Service Delivery to further document network topologies to provide to the Service Desk
• Work with Provisioning/Service Delivery to understand deployment scenarios to ensure adequate understanding of the support
• Provide additional assistance with the management tools to improve efficiencies and reduce downtime
• Compliance as a Service:
• Responsible for being SPOC for 3rd Party Service Providers
• Interface with the ASV and QSA teams to ensure customer communications are on time and accurate
• Assist with External and Internal Vulnerability scan questions as needed

Other responsibilities/accountabilities (marginal functions)

Knowledge/Skills/Abilities Required

• Provide excellent customer service
• Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills
• Experience in technical writing and approval workflows
• Works well under pressure with limited supervision while consistently displaying a professional demeanor.
• Ability to follow processes and escalate issues consistently.
• Resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data.
• Experienced in Windows, Mac, and Linux operating systems.
• Familiar with TCP/IP and networking concepts.
• Experienced with Payment Card Industry best practices
• High level of ethics and integrity.
• Scheduling flexibility required.
• 2 or 4 year college degree is not mandatory, but is a plus.

Physical Requirements