Position Summary

The Managed Service Security Administrator in MEXICO primary responsibilities focus on helping Managed Service Customers in their daily work with data protection tasks. This work includes policy/rule management, agent configurations and health checks. The Managed Service Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers inside these calls.

Essential Functions
- Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/false positives etc.), policy upgrades, solution health monitoring & use case consultations.
- Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives.
- Perform any required configuration changes to MSP systems
- Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis.
- Liaise with customers,



as well as perform effective and timely case resolution.
- Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality.
- Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup.
- Follow change management process support by providing clear documentation of planned actions and their status and result.
- Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution.
- Work with cross functional team to deliver secure, stable and supportable infrastructure

Position Qualifications
- 6+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.
- 2+ years’ experien

📌 Managed Service Senior Security Administrator (México)
🏢 Turtle Trax
📍 México