**Introduction** A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM. **Your role and responsibilities** * Provide technical inputs for monthly customer service review reports and contribute to the creation of Service Improvement Plans. * Monitor ticket queues, ensuring timely updates and comprehensive closure summaries. * Apply expertise in Incident, Change, Problem, Service Request, and Configuration Management Processes. * Manage, monitor, resolve, and report network security incidents involving equipment deployed across multiple client locations in India. * Conduct daily incident analysis and publish reports to enhance transparency and security oversight. * Maintain compliance with security policies and processes while striving for continuous improvement. * Analyze key security metrics and escalate anomalies to appropriate teams. * Operate in a 24/7 SOC environment to meet client requirements for cybersecurity monitoring and response. **Required technical and professional expertise** * Minimum 2+ years of experience in SIEM with platforms like QRadar, ArcSight, or Splunk for security monitoring. * Proficiency in Incident Response, handling security events through SOC channels (SIEM, Tickets, Email, Phone). * Strong knowledge of threat intelligence, attack patterns, and security incident handling workflows. * Expertise in threat modeling, use case development, and security policy review. * Ability to triage, investigate, and escalate security incidents based on severity and impact. **Preferred technical and professional experience** * OEM Certified SOAR Specialist + CEH certification preferred. * Hands-on experience with Security Orchestration, Automation, and Response (SOAR) technologies. * Ability to work independently, with a creative and proactive approach to security challenges. * Strong time management and adaptability skills in fast-paced security environments. * Exceptional interpersonal and teamwork skills to ensure smooth collaboration. * Commitment to continuous learning through workshops, certifications, and industry publications. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.