Analyst (Support & Operations)

Job Summary

2-3 years’ experience requiredrnPKI SME who has good experience in implementing PKI solution. Exposure with CLM solution knowledge would also be needed.rn• Understand Customer requirementsrn• Monitoring and administrating digital certificates and SSL/TLS certificate tracing/revocationrn• Certificate Template Definition & Creationrn• Monitoring policies and violationsrn• Monitoring violations and performing initial RCArn• Provide proper documentationrn• Understanding of the Certificate Lifecycle Managementrn• Knowledge on CLM Solution. Creation, maintenance, and lifecycle of certificate managementrn• Health check of all the toolsrn• Expert on cryptography concepts – symmetric and Asymmetricrn• Knowledge on CRL, OSCP, NDES, SCEP, Openssl.rn• Knowledge of Encryption, Hashing algorithms. Digitalrn• Certificate management, S/MIME, digital signature.rn• Knowledge of PKI, PKCS standards and data security standardsrn• Sound knowledge in deployments is desirable.rn• Good knowledge on Cryptography and key management concepts. (e.g., the specification, creation, generation, distribution, implementation, renewal, revocation, recovery and deletion of cryptographic keys and certificates).rn• Knowledge of Microsoft security services like Azure key vault, Azure cloud HSM, Azure Information protection, BYOK.rn• Awareness of PCI-DSS, PCI PIN and Information security standards such as NISTrn• Familiar with cryptographic hardware and softwarernrnrn

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.

2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4. To maintain high login Efficiency (Availability) for customers.

5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.

6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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