A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Required Technical and Professional Expertise
• Understanding of key security concepts such as confidentiality, integrity, and availability (CIA triad), as well as major cyber threats (phishing, malware, ransomware, DDoS, etc.)
• Familiarity with terms used in the cybersecurity industry to effectively communicate with technical teams and users.
• Knowledge of basic security best practices, such as the use of strong passwords, multi-factor authentication (MFA), and software updates.
• Ability to assess the severity and urgency of reported cybersecurity requests based on their impact on the organization.
• Ability to assign requests to the appropriate teams or specialists based on category type.
• Experience knowing when and how to escalate critical requests to higher levels of support or specialized teams based on their complexity and severity.
• Familiarity with help desk tools such as Jira Service Desk, ServiceNow, Zendesk, or Remedy to log, assign, and track cybersecurity incidents and requests.
• Ability to correctly classify cybersecurity-related tickets, based on the nature of the problem (e.g., access issues, vulnerabilities, malware incidents).
• Ability to monitor Service Level Agreements (SLAs) and ensure that incidents are resolved within agreed timeframes.
• Ability to communicate clearly and understandably with both non-technical users and security specialists, translating complex technical concepts into plain language for end users.
• Ability to keep affected users informed throughout the requirement lifecycle, providing updates on the status of the requirement and estimated resolution times.
• Ability to accurately and thoroughly record all relevant information related to the requirements, ensuring that support and analytics teams can access useful data to resolve the problem.
• Ability to ensure that all requirements are managed in accordance with the organization's internal compliance procedures and applicable legal regulations.
• Ability to manage multiple requests and tickets simultaneously, ensuring that the most critical incidents or those that impact the most users receive appropriate attention first.
• Ability to keep track of time and actions taken on each incident, ensuring that SLAs are met and users receive timely support.

Preferred Technical and Professional Expertise
• Ability to efficiently coordinate with Computer Security Incident Response Teams (CSIRT) or Security Operations Centers (SOC) to resolve critical incidents.