Provision of Services in Information Technology

Case Scenario: Alex Carter – 90 Days: The Perfect Time for a Check-In
Employee: Alex Carter, IT-Security Analyst
Start Date: June 10, 2024
Background: Alex Carter is an IT-Security Analyst who has just completed his first 90 days on the job. Throughout his tenure so far, Alex has demonstrated a strong work ethic, consistently arriving on time and staying late when needed. He is a quiet but respectful team member who seems genuinely eager to contribute to the team’s success. Alex successfully completed the company’s initial cybersecurity training program and spent his first 30 days shadowing a senior IT-Security Analyst to learn the systems and protocols.
Incident 1: The Firewall Configuration Error During his first month, Alex made a significant mistake while configuring a firewall. He inadvertently applied incorrect settings that left a critical server exposed to external traffic. This error was discovered during a routine security audit and had to be corrected immediately to prevent potential vulnerabilities. The misconfiguration resulted in a temporary lapse in security that could have led to serious breaches if left unaddressed. After discussing the issue with Alex, he expressed deep regret and assured you that he would double-check his work moving forward.
Incident 2: Miscommunication with a Client In his second month, Alex received a complaint from a client, Paula Schmidt, who was frustrated with the way her security concerns were handled. Paula’s company was undergoing a security audit, and she was upset to learn that a vulnerability scan had been run on their live environment without her prior approval. Paula claimed that Alex had failed to inform her about the risks and implications, leading her to consider terminating the service agreement. Although you managed to smooth things over by explaining the situation and reassuring the client, Paula insisted on working with a different analyst moving forward. Alex took this feedback seriously, acknowledging his mistake and expressing a strong desire to improve his client communication skills.
Ongoing Concerns:
• Punctuality Issues: This past month, Alex was 15-20 minutes late for two of his shifts, although he did text in advance to inform you.
• Log Management Errors: You were recently alerted to a significant drop in the number of security incidents logged by the team. Upon reviewing the system logs, you discovered that several security alerts had been incorrectly classified as false positives and dismissed without further investigation. Alex had mistakenly archived 18 alerts that should have been reviewed, potentially leaving the system vulnerable to undetected threats.
• Communication Style: You’ve also noticed that Alex’s communication with clients can sometimes be abrupt and overly technical. Last week, while sitting in your office, you overheard him respond to a client’s query with a curt, “I’m not sure – I’ll have to check and get back to you,” without offering any reassurance or additional context. This kind of response could damage client relationships and erode trust in the team’s ability to manage their security needs effectively.
• Adherence to Protocols: Additionally, you’ve had to remind Alex several times to follow the company’s security protocols meticulously, including proper documentation and wearing his company ID badge at all times.
• Dissect the situation and identify the primary considerations/areas of concern.
What are the most important elements that you should consider?

• Diagnosis the root cause of any performance issues or conduct. Remember, the root cause will help you select the appropriate action.

• Describe your actions. What are your next steps?