L2 Application Support

DUTIES AND RESPONSIBILITIES:

• Provides second-level support to queries and issues using the knowledge base in accordance with the incident management and request fulfillment process.
• Ensures that service incidents are acknowledged, escalated, and resolved according to the Service Level Agreement (SLA). Takes ownership of user problems and follows up on the status of problems on behalf of the user and communicates progress in a timely manner.
• Performs a deep dive on incidents, conducts investigations, and provides recommendations for remediation as required service in performing Managed Detection and Response
• Performs whitelisting, blacklisting, generates, and implements Firewall rule sets following the existing Service Request and Change Management Process.
• Performs Malware and Packet Analysis.
• Conducts Open-source intelligence (OSINT).
• Gathers the necessary information with regards to Threat Intelligence and performs Threat Hunting.
• Generates reports as requested by customers and assures that information needed is readily available at the requested time.
• Performs Vulnerability Assessment analysis provides confidential reports to appropriate recipients.
• Other job-related activities that may be assigned from time to time.