Incident Response Tech Lead

Summary

Join FusionTek as an Incident Response Technical Lead and provide excellent technical management for incident response projects. You will work with clients and internal teams, translating technical information clearly and effectively. This role requires making decisions on client recovery strategies and serving as an escalation point. The position involves managing incident response efforts from start to finish, including project mobilization, task management, and client/vendor communication. You will use ticketing and documentation systems to track progress and maintain up-to-date records. This role demands excellent communication, technical expertise, and time management skills.

Requirements

• Have excellent comprehension and communication in the English language
• Have previous experience leading a technical team
• Have knowledge of Office 365 / Azure cloud services
• Have knowledge of Active Directory
• Have knowledge of complex networking troubleshooting (VLANs/routing/subnetting/packet captures)
• Have a broad understanding of how operating systems work
• Have knowledge of advanced OS troubleshooting (boot issues/corruption of profiles/OS files)
• Be comfortable working in different OSs, both in CLI and GUI
• Have strong comprehension of system architecture (i.e. - how servers’ function, what their roles are, etc.)
• Have understanding of the elements of network and system performance
• Possess time management skills
• Possess superb verbal and written communications skills
• Demonstrate skillset through industry certifications or an agreed upon plan to obtain them

Responsibilities

• Provide excellence in high-touch technical management for incident response projects
• Provide frequent technical and non-technical written, verbal and video call (Zoom / Teams) updates with all stakeholders on a project, both within FusionTek and externally
• Translate technology to clients who aren’t always technical
• Make decisions on the client’s recovery strategy
• Serve as escalation point and subject matter expert to FusionTek team members and the client
• Primarily focus on technical management of incident response recovery efforts from start to finish
• Handle initial project mobilization, assignment and management of technical workstreams, and frequent client and vendor communication
• Conduct daily (sometimes more frequently) updated calls and associated reporting
• Work through our ticketing system to document, track, and escalate project tasks and tickets
• Work on our documentation platform to keep everything up to date along the way
• Serve as an escalation point on technical questions from other engineers and the client
• Work with a team of intelligent people to deliver world-class service to our clients

Preferred Qualifications

• Have SQL DB knowledge
• Have knowledge of advanced firewall configuration skills (creating and troubleshooting complex firewall policies/routes)
• Have experience troubleshooting ingress/egress issues
• Be comfortable working in diverse firewall UIs (SonicWall, Meraki, FortiGate, Cisco, WatchGuard, etc.)
• Have previous recovery / remediation experience
• Have experience working in a ticketing system
• Have Autotask experience

Benefits

• Salary range – R800,000 to R950,000
• Quarterly bonus eligibility based on specific KPIs
• Educational reimbursement for certification tests and company supplied training resources