The Security Engineer (L4) / Team Lead a senior position in the Security Engineers job
Their primary responsibility is to ensure the provision of a service to clients ensuring that
their IT infrastructure and systems remain operational, protected and secure through
proactively identifying, investigating and resolving technical incidents and problems and
to restore service to clients by managing incidents to resolution. Their objective is to
ensure zero missed service level agreement conditions. The Security Engineer (L4) /
Team Lead focuses on ensuring all lines of support for complex incidents through the
effective management and leadership of a team of Security Engineers.
They ensure that assigned infrastructure at the client site is configured, installed, tested
and operational. In this regard they will perform necessary checks, apply monitoring tools
and respond to alerts. Where software is a component of the solution they will also take
responsibility for ensuring that the software is installed and configured according to client
Identify problems and errors
The Security Engineer (L4) / Team Lead identifies problems and errors prior to or when
they occur. He or she will log such incidents in a timely manner with the required level of
detail with all the necessary. They liaise with all stakeholders including client IT
environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis
of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
They investigate second line support calls assigned to then and identify the root cause
of incidents and problems. They ensure the efficient and comprehensive resolution of
incidents and requests. This could involve ensuring that repairs are carried out by
coordinating product requests and liaising with other team members. They will also report
and escalate issues to 3rd party vendors if necessary. They take full ownership for
managing the incident to resolution within the service level conditions.
Where necessary, they escalate requests and exceptions to the 3rd line support team.
Ensure continuous feedback
They provide continuous feedback to clients and affected parties and update all systems
and/or portals as prescribed by Dimension Data procedures.
When required they will take responsibility receiving calls and incidents at the services
desk. They assist in analysing, assigning and escalating the support calls. They also
provide telephonic support to clients where required.
They update incidents with progress and resolution details.
Security Engineers (L4) / Team Leads that work shifts will be required to follow the
required handover procedures for shift changes to ensure service continuity. They
complete and maintain any shift handover schedules.
They act as people managers to a team of Security Engineers, taking responsibility for
the operational management of the team, creating and executing plans and reporting on
team activities in the required forums. They also ensure that employees reporting to them
are engaged and understand their career opportunities, by taking responsibility for the
training and development of their team members.
Security Engineers (L4) / Team Leads are also responsible for producing breach and
other reports that are necessary for the correct operation of processes. They identify
failures and short-comings in the current processes and escalate with recommendations.
Security Engineers (L4) / Team Leads are required to strictly comply with all processes
and procedures as prescribed by Dimension Data and the client when relevant. Their
ability to communicate well and to capture all pertinent details when required will
contribute to their success.
Key Roles and
In this position you will be required to:
1. Ensure that assigned infrastructure at the client site is configured, installed, tested
2. Identify problems and errors prior to or when it occurs and log all such incidents in
a timely manner with the required level of detail.
3. Take full ownership for managing the incident to resolution within the service level
4. Provide regular feedback to affected parties and update all systems and/or portals
as prescribed by Dimension Data procedures.
5. Provide telephonic support to clients when required.
6. Perform the necessary hand over procedures in cases where shift work is required.
7. Act as a people manager to a team of Security Engineers, take responsibility for
the operational management of the team, create and execute plans and report on
team activities in the required forums.
8. Produce breach and other reports that are necessary for the correct operation of
Information Technology Degree
At least 10 years’ relevant experience
At least 8 years’ experience as a Technical Team Leader within a large scale
(preferably multinational) technology services environment
Previous experience in the operational management and monitoring of multiple
customer security environments
Proven experience and expertise within all areas of network security technologies,
vendor products and security governance
Experience in Cisco (Firewall, IPS, IPSEC VPN, SSL VPN), Palo Alto (UTM), Check
Point, Bluecoat (Proxy / Reverse Proxy)
Experience with Juniper (Netscreen / SRX) Iron Port (Web, Email Proxy), McAfee
IPS / Epo & F5 (LTM, ASM,APM)
Skills and knowledge
Possess strong knowledge and experience of complex networks and
Demonstrate solid understanding of vulnerabilities, threats, risks, compliance and
other aspects of security governance
Possess good team management and leadership skills
Display a strong client service orientation
Demonstrate specialist infrastructure knowledge
Demonstrate excellent interpersonal, co-ordination and problem solving skills
Display a strong client service orientation
Strive to meet and exceed SLAs at all times
Demonstrate the ability to communicate well to stakeholders
Demonstrate excellent attention to detail
Demonstrate the ability to interpret the complexity of technical problems
Possess the ability to work unsupervised as well as being able to work as part of a
team in a pressured environment
Associate Security Engineering Manager
Service Delivery Support Engineer (L4) / Team Lead