Intake Consultant - Incident Response Role Overview The Incident Response (IR) Intake Consultant is a fast-paced technical consulting role that is at the forefront of a global Incident Response Consulting team within the SecureWorks Division of Dell Technologies. This role will coordinate between stakeholders to include the prospect or customer, service delivery specialists, and account support team members in order to determine a course of action for incoming service requests. The incumbent will monitor several communication channels, answer inbound telephone calls, address customer emails, triage service requests, and coordinate the scheduling of teleconference calls to discuss potential service delivery events. Additional duties include,
but are not limited to, assisting customers with standard technical issue resolution, updating customer records within CRM and ticketing systems, escalating issues on the customer’s behalf to service delivery specialists, and performing routine technical tasks related to the intake and routing of the services that a customer receives. Role Responsibilities: Work with Prospects and Customers to rapidly assess Cyber Security Incidents and Incident Response service requests that are escalated to Secureworks Rapidly assess Cyber Security Incidents, develop plan of action, determine skillsets required and ability for Secureworks to respond Enable sales staff through confidence inspiring interactions with Prospects and Customers, demonstrating best in class Incident Response knowledge with willingness and eagerness to assist Manage urgent and critical interactions with all levels of prospect and customer staff from Leadership to Technical Staff Maintain professional, calming, and authoritative presence in crisis situations Take ownership of, triage, and update tracking systems for service requests Gather contextual information from multiple sources to establish a service request course of action or respond to a standard request for information, to include threat intelligence data sets, service delivery engagements in progress, previous service delivery engagements, service delivery procedures, and service descriptions Inform and facilitate appropriate contract vehicle for net new customer service requests Liaise with practice leaders, team leads, and account executives to schedule the appropriate personnel to join teleconference calls with prospects and customers seeking IR services Facilitate communications with prospects, customers, account support team members, and service delivery specialists to assess scope, objectives, and required skillsets for IR enrichment service requests at the “pre-sales” stage or “pre-delivery” stage of potential service requests Route service requests to the proper service delivery team with the appropriate level of urgency and communication channel in a professional and courteous manner with an emphasis on customer satisfaction Support the development and documentation of process improvements for efficient and effective response to IR service requests Essential Requirements: Minimum five (5) years of experience in cybersecurity operations or IT/Network Security Engineer Minimum three (3) years in a customer facing support role (Security Engineer, Customer Services, Consulting, Professional Services) Professional degree relevant to cybersecurity Excellent technical communication skills (oral and written) including experience briefing executive management and experience in times of crisis Theoretical and practical knowledge in the following areas: Unix, Linux, Windows, and OSX operating systems Cloud-based infrastructure Exploits, vulnerabilities, intrusion vectors, and malware Host, network, and malware analysis techniques Network traffic analysis, endpoint activity analysis, and log analysis techniques Understanding of enterprise cyber incident management and response processes Understanding of enterprise cybersecurity controls and failure modes Preferred Requirements: GCIH, GCFE, GCFA, GREM, CISSP, CISM, or similar cybersecurity technical and managerial certifications DevOps methods and ITIL framework knowledge are a plus Relevant law enforcement/military training and experience in cybersecurity and other industry standard certifications Here’s our story; now tell us yours Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress. What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more. We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today. You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here. Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.
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