Cyber Security Manager

1 month ago

Pune, India Quick Heal Full time

Quick Heal is one of the leading IT security solutions company with a global presence in 38 cities in India and 40 countries across globe. Each Quick Heal product is designed to simplify IT security management across the length and depth of devices and on multiple platforms. They are customized to suit consumers, small businesses, Government establishments and corporate houses.

SEQRITE is the enterprise arm of India's leading and only listed cybersecurity products company – Quick Heal Technologies. What sets SEQRITE apart is our state-of-the-art Zero Trust technology, primed and ready to take on the market. We believe in a security paradigm where trust is never assumed, but rather consistently verified. Our Zero Trust solutions suite enables organizations to secure their endpoints, data, networks, and users across geographies, providing a robust defense against modern cyber threats.

SEQRITE is also powered by state-of-the-art SEQRITE Labs that continuously mines Threat Research, Real-time Detection, and Threat Intelligence.

In the recent successful project of our nation "Chandrayaan 3", SEQRITE solutions have played an important role in securing the command & control center of ISRO from Cyber Threats.

SEQRITE has a dedicated Services wing. This division specializes in delivering comprehensive cybersecurity consulting services to a diverse clientele that includes Corporates, PSUs, Government, and Law Enforcement Agencies. SEQRITE has a global marquee clientele across BFSI, Pharma, Manufacturing, Government, and Mid & Large industries.


Position description:

Technical support manager with strong Cybersecurity technology hands-on knowledge for deployment and troubleshooting skills to guide team across SEQRITE solutions with capability to develop competency. Responsible for the service delivery at Technical Support Center as per the defined KRAs and matrixes. Support Manager ensures the support operations is fully up and running and meets defined criteria on service delivery, SLAs and customer satisfaction. Support Manager ensures the people, process and performance are always kept up to date for the desired outcome.

Primary Responsibilities:

  • Hands-on Technical leader to self-drive and guide team across technical solutions and troubleshooting for effective and timely resolutions.
  • Develop and improve team competency on SEQRITE solutions on consistent basis.
  • Maintain monthly self and Team productivity score of more than 85% considering daily cases/calls/Chats/E-mail cases handled, Knowledge sharing/upgradation activities, Participation in tasks mentioned
  • Maintain 100% renewal rate of existing client
  • Meet 100% SLA and system hygiene adherence
  • Drive initiatives for desired outcome in time-bound manner across support function
  • Conduct weekly connect/meeting with sales and share MOM with management team.
  • Maintain and improve Support and onboarding revenue for function.
  • Execute and track competency development plan across support team on ongoing basis.
  • Effective and satisfactory resolution with cross function team for all customer escalation.
  • Ensure ISO 20000 Adherence to the Support process and updating of all required documents. Ensure compliance for the ISO 20000 certification
  • Conduct Performance Discussion and Development Plan meeting with each individual on Monthly basis and document the same. Create action plan for individual's skill development including cross training
  • Maintain Avg Monthly TSC Call and Chat Abandoned Ratio below 1%
  • Maintain Avg Monthly TSC AAT Achievement below 30 Seconds and monthly TSC calls answered within 60 Seconds
  • Maintain monthly self CSAT Score of 95% or more with at least 5% Conversion Ratio
  • Maintain Avg Monthly Team FDR Score above 85%
  • Lead and address all technical deployment and issues with regular guidance to team for effective resolution across.
  • Maintain monthly self and Team productivity score of more than 85% considering daily cases/calls/Chats/E-mail cases handled, Knowledge sharing/upgradation activities, Participation in tasks mentioned
  • Maintain 100% renewal rate of existing client
  • Meet 100% SLA and system hygiene adherence
  • Drive initiatives for desired outcome in time-bound manner across support function
  • Conduct weekly connect/meeting with sales and share MOM with management team
  • Execute and track competency development plan across support team on ongoing basis
  • Effective and satisfactory resolution with cross function team for all customer escalation
  • Ensure ISO 20000 Adherence to the Support process and updating of all required documents. Ensure compliance for the ISO 20000 certification

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