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 education Bachelor's Degree Preferred education Master's Degree 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. ABOUT BUSINESS UNIT IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet. YOUR LIFE @ IBM In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. Are you ready to be an IBMer? ABOUT IBM IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world. IBM 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. 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