Ben Carlo De Los Santos

Experience

• 

  Trend Micro

  Jan 2022 - now

  Service Operations Engineer

  As a Service Operations Engineer, I am part of a team that provides 24/7 coverage for monitoring and response to incidents. We act as a single point of contact to provide professional cloud datacenter operations support for the backend infrastructure of Trend Micro's cloud security business. That includes but is not limited to handling endpoint, performance, hardware, network and application issues. I am responsible of incident alert troubleshooting, problem analysis, and providing high quality solutions to technical issues and service request; with adherence to standard operating procedures (SOP), the set service level objective (SLO), as well as injecting own methodologies in resolving incidents. I also take part in security management through systems patching and co-managing endpoint protection software. As part of a technical project delivery, I participate in service/server deployment activities. If the need arises, I conduct training to co-engineers and interns. Show less