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Manager - Security Operations
2 months ago
Position : Manager - Security Operations
Experience : 10+ Yrs
Location : Bangalore
Notice Period : Immediate to 30 days
Primary skills : SOC operations, Incident response, Threats and Vulnerability Management, security policy frameworks
Key Responsibilities :
Customer Interaction :
- This is primarily an outbound role i.e. activities you will be responsible for will directly involve customers or a representative at our US office, and is communication heavy rather than troubleshooting or task execution
- Attend scheduled meetings (conference calls) with customers and US counterparts for regular work planning and projects.
- Sometimes will be the primary driver of these meetings i.e. responsible for coming up with the proper agenda items and lead the conversation, prepare and circulate minutes of meeting.
- Develop and maintains a professional and effective relationship with customer representatives
- Customer onboarding and customer satisfaction
- Assist leads and others in getting the query clarified from customer
- Take customer feedback, analyze and suggest required changes in process and quality
Project Management :
Project planning :
- Prepare project plan and customize templates per the technologies and customer specifics.
- Responsible for taking a project work breakdown structure (produced by a technical architect for example) and turn into a professional project plan with resource assignments, dependencies, milestones, critical path identification, cost estimation and optimization etc.
Project maintenance :
- Keeps the projects running in parallel to day to day operations tracked as a separate work stream, ensuring resourcing is done and completion dates are feasible. Does time and cost accounting for projects and submits timesheets to accounts for invoicing project work.
Process Leadership :
Reporting :
- Responsible for service level agreement (SLA) adherence and reporting to customer and Stratogent management.
- Compile the required reports (monthly, weekly or quarterly)
- Excellent communication on the issues to technical team, leads and managers, ensure other managers & leads are aware of the changes which are being planned for near future
- Identify or Escalate issues to the seniors, if the technical delivery is not happening as per the expectations
- Shift handover utilizing email and other tools to the next shift SDM with the details of task status (pending/complete), status of project work or any other important communications
Incidents & Requests :
- Ticketing system owner for overall work queue for a set of customers.
- The focus is on completeness of ticket triage, ensuring timely updates to tickets, and proper prioritization and assignments
Task list creation :
- Determines what work items are active, what the customer expects (not the implementation details), communicates ETA and priorities.
- Routes task items to the leads for distribution among the team
Task status communication :
- Communicates status updates to the task list back to customer, when necessary
Escalation management :
- Acts as interface with customer or with the US SDM depending on the client, takes heat and manages expectations when things go wrong.
- Manages and mitigates crisis incidents through excellent coordination.
- Keeps all the necessary stake holders updated all times
Cost and Quality :
- Track and report the quality of deliverables and work with Leads and Managers for improvement of the same
- Track and report resource utilization for the set of customers.
- Track customers operational service cost, project cost and profitability
Must-have Skills :
- Must know common security policy frameworks and possess knowledge of how security programs are run at mid to large scale companies
- Must have managed a team to deliver "Managed Security Service" or "Security Operations Center"
- Prior working Background in either SIEM tools (Splunk, ArcSight, QRadar, DNIF etc.) or Vulnerability assessment and Management tool (Qualys/Rapid7) and process
- Has broader context and understanding of managed security services
- Must have service mindset and empathy. Must deal with a level of ambiguity, chaos and apparent stubbornness from customers, and manage around it by thinking through the issue or request from the customer's perspective to drive to a reasonable conclusion
- Must have prior experience on Project Management
- Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers or colleagues
- Must have ITIL process knowledge
