Job Overview
Role: Jr. Engineer – Cybersecurity Operations Location: Pune, Maharashtra Experience: 0-4 Years Qualification: B.E/B.Tech/B.Sc/BCA/M.E/M.Tech/M.Sc/MCA Key Skills: Cybersecurity Operations, Troubleshooting, Customer Support, IT Operations, Incident Management
Job Description
The Jr. Engineer – Cybersecurity Operations is an operational position focused on managing customer issues and supporting technology operations within a 24x7 high-availability environment. This role involves taking ownership of customer-reported problems, diagnosing technical issues, troubleshooting systems or applications, and identifying resolutions. Engineers are expected to follow established procedures, escalate unresolved issues to internal teams, and ensure all support activities meet defined Service Level Agreements (SLAs). The position combines technical support, cybersecurity operations, incident management, troubleshooting, and customer service.
Roles and Responsibilities
- Issue Ownership & Resolution: Take ownership of customer-reported technical issues; work toward resolving customer problems effectively; research issues and investigate possible causes; diagnose technical problems affecting systems or applications; troubleshoot customer-reported issues using established procedures; identify appropriate solutions and provide resolution.
- Escalation & Monitoring: Escalate unresolved issues to the appropriate internal teams; follow standard escalation procedures; monitor and work toward achieving defined SLAs; proactively take actions to maintain SLA performance.
- Operational Management: Manage customer queries and operational activities; seek appropriate guidance when required; maintain the quality and timeliness of operational support; stay aware of emerging technologies relevant to the domain.
Skills and Eligibility Criteria
Educational Background: Graduate qualification with a relevant technical background (B.E/B.Tech/B.Sc/BCA/M.E/M.Tech/M.Sc/MCA).
Experience: 0–4 years.
Mandatory Technical Skills:
- Strong problem-solving skills (Structured troubleshooting process: Understand → Gather Information → Reproduce → Isolate → Diagnose → Resolve → Validate → Document)
- Basic understanding of cybersecurity operations fundamentals (Information security fundamentals, Network security basics, Authentication and authorization, Common cyber threats, Security incidents, Logs and monitoring, Incident response, Vulnerability concepts, Access control, Security best practices)
- Understanding of SLA concepts (Response time, Resolution time, Priority, Severity, Escalation, Incident ownership, Service availability)
Competencies:
- Experience providing customer service support in fast-paced, high-availability environments is relevant
- Willingness to stay updated with the latest technologies in the cybersecurity and technology domain
- Ability to work in a 24×7 environment (may require rotational shifts)