Cybersecurity Services Manager

3 weeks ago

Bengaluru, Karnataka, India Cyderes Full time
About the Role:

Cyberes is seeking a highly skilled Cybersecurity Services Manager to join our team. As a key member of our Identity and Access Management (IAM) team, you will play a crucial role in ensuring the smooth and efficient delivery of our IAM managed services to our clients.

As a Cybersecurity Services Manager, you will be responsible for overseeing the day-to-day operations of our Managed Services team, managing a team of talented professionals, maintaining service level agreements/objectives, and upholding the highest standards of quality delivery to our clients and collaborating with cross-functional teams to achieve operational excellence.

You will be the primary point of contact for clients, ensuring exceptional service delivery, managing client expectations, and fostering strong client relationships. Additionally, you will be responsible for developing and implementing operational processes, policies, and procedures to optimize service delivery efficiency and quality.

  • Demonstrate in-depth technical capabilities and professional knowledge in Identity and Access Management (IAM) Operations, especially around End-Point Privileged Access Management, Secrets Management, PAM Identity Cloud suites, etc.
  • Lead, mentor, and manage a team of IAM professionals, providing guidance and support to ensure high-performance levels and growth.
  • Act as the primary point of contact for clients, ensuring exceptional service delivery, managing client expectations, and fostering strong client relationships.
  • Oversee the delivery of IAM Managed Services, ensuring adherence to SLAs, KPIs, and industry best practices.
  • Develop and implement operational processes, policies, and procedures to optimize service delivery efficiency and quality.
  • Allocate resources effectively, manage workloads, and ensure the team is adequately trained and equipped to meet client needs.
  • Identify and mitigate operational risks, proactively addressing issues to maintain service continuity.
  • Drive continuous improvement initiatives to enhance service quality, operational efficiency, and client satisfaction.
  • Deliver engaging presentations to clients, effectively communicating the benefits, scope, and value of our IAM solutions during client meetings and pre-sales engagements.
  • Lead effectively in a strong Customer service-oriented environment, while managing and prioritizing multiple projects.
  • Lead troubleshooting/technical discussions and root cause analysis for PAM tools such as CyberArk (EPM, Secrets Management (Conjur), Venafi), BeyondTrust (EPM, Secrets Management, Remote Access), Delinea (EPM, Secrets Management - DevOps Vault, Remote Access), and others, ensuring prompt resolution of issues and optimizing tool performance.
  • Knowledge on Access Management like Ping Identity or Okta is a plus and will be considered an added advantage.
  • Lead incident management efforts, ensuring prompt response to production outages/incidents, and overseeing the resolution of incidents timely within agreed SLAs.
  • Conduct root cause analysis for incidents, identifying underlying issues and implementing preventive measures to minimize future occurrences.
  • Conduct Quarterly Business Reviews (QBRs) and monthly reporting calls with clients to review KPIs, project progress, and identify areas for improvement.
  • Develop and maintain reports on Key Performance Indicators (KPIs) to provide clients with insights into the effectiveness of our IAM services.
  • Monitor team performance and service metrics, providing regular reports and recommendations for improvement.
  • Support North American and European clients during their time zones and on-call duties for critical incidents.
Requirements:
  • 5+ years of experience in IAM/PAM operations with at least 2 years of experience in a similar role.
  • 5+ years of Managed Services operations experience with one of the tools - CyberArk (EPM, Secrets Management (Conjur), Venafi), BeyondTrust (EPM, Secrets Management, Remote Access), Delinea (EPM, Secrets Management - DevOps Vault, Remote Access).
  • Engage in pre-sales discussions with potential clients, understanding their requirements, and working with solution architects to design IAM solutions tailored to their needs.
  • Develop comprehensive Statements of Work for client engagements, outlining project scope, objectives, deliverables, timelines, and resource requirements.
  • Strong knowledge of IAM solutions, technologies, and industry best practices.
  • Excellent leadership and team management skills.
  • Proven experience in client relationship management.
  • Strong problem-solving and decision-making abilities.
  • Exceptional communication and interpersonal skills.
  • Excellent analytical skills and knowledge of data analytics methods.
  • Possession of the PAM Certificates, CISSP certification, or equivalent.

Cyderes is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.

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