Threat Analysis Engineer (Symantec Singapore)

Symantec was founded in 1982 by visionary computer scientists. The company has evolved to become one of the world`s largest software companies with more than 18,500 employees in more than 50 countries. We provide security, storage and systems management solutions to help our customers - from consumers and small businesses to the largest global organizations - secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.

Responsibilities 

Your primary function and day-to-day work will be based around supporting the Symantec.cloud Anti-virus & Anti-spam services. This will involve investigating and resolving support escalations via Salesforce, researching characteristics of spam and virus-laden email to improve detection, and working closely with other analysts to provide world leading protection. You will be working alongside other Threat Analysts based in the UK & Canada and members of our client support teams located Worldwide.

PRINCIPAL ACCOUNTABILITIES: 

• Responsible for the system administration of Symantec.cloud Anti-spam products; playing an active role in monitoring and responding to the ever changing threat landscape.
• Working on customer escalations utilising the Salesforce CRM tool, primarily responding to False Negative and False Positive reports, escalating where necessary.
• Working closely with analysts to raise the customer experience to the highest level, including participating in the planning and deployment of new/updated detection techniques.
• Strengthening the SLAs of the services by maintaining systems and tools to improve the level of service offered.
• Possessing awareness of industry development in Spam & Virus detection and able to map these developments into the Symantec.cloud Anti-virus & Anti-spam product roadmaps.
• Resolving technical issues escalated by Support Analysts concerning the Symantec.cloud Anti-virus & Anti-spam products in a professional manner ensuring all work is carried out to agreed priorities and deadlines.
• Participate in customer escalations relating to accuracy issues defining resolutions steps where necessary.
• Monitor third-party security related websites, forums, and mailing lists for information regarding vulnerabilities and exploits.
• Delivering on the job and formal training to the various Symantec departments in order to minimize the number of issues that require escalation to Malware Operations Team. Where appropriate, to hand over tasks to the support organization ensuring all processes & procedures are adequately documented.
• Identify opportunities to develop tools to automate repetitive tasks feeding those requirements to the Development teams.
• Providing remote out of hours support via an on call Rota, escalating service events to Management when appropriate.
• Adhering to procedures and implementing improvements as suggested by other team members.
• Comfortable, confident and assertive in both written and oral communications.