Provide outstanding customer service to all of Dell Service customers. Develop and implement processes and procedures to ensure that Dell Services and the Information Security Operations Center are able to meet its customers expectations and deliver quality services within specified Service Level Agreements (SLAs) and contractual obligations. Support the goals and objectives set forth by the Sr. Manager of the Network Security Operation Team. Assign responsibilities to each member of the team and hold them accountable. Ensure that all Service Management processes are followed and all incident and requests are addressed within the required time to adhere to published SLAs. Detect security issues, create customer tickets and manage problems until closure; Coordinate escalations and collaborate with internal technology teams to ensure timely resolution of issues; Ensure that Service Level Agreements are met; Perform system maintenance and maintain current documentation; Provide resolution plans for device issues;