Cybersecurity Service Delivery Lead

3 weeks ago

Bengaluru, Karnataka, India Microland Full time

Key Responsibilities

"As a Cybersecurity Service Delivery Lead at Microland, you will be responsible for leading a team of cybersecurity professionals to deliver top-notch services to our clients. Your primary focus will be on ensuring the effective delivery of these services, while also maintaining a high level of technical expertise in cybersecurity. Your team will be working closely with our clients to understand their cybersecurity needs and develop tailored solutions to address these needs. You will be responsible for ensuring that all services are delivered within the agreed-upon service level agreements (SLAs) and that all clients are satisfied with the services provided.

Technical Responsibilities

"The Cybersecurity Service Delivery Lead will be responsible for the following technical tasks:

1. Troubleshooting: Analyze problems with the service and resolve the issues. Gather information from customers either by chat or e-mail to enable effective troubleshooting. Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment. Report issues to vendor/ISP/carrier and follow up on updates. Escalate issues as per Escalation Matrix. Install/Uninstall various software and upgrades equipment when necessary. Monitoring and maintaining/reducing the queue size. Resolving Technical issues at level 1 (Incident and Service request).

2. Hardware and Software Management: Monitoring CPU, memory and hard disk utilization. Monitoring the event viewer and generating reports.

3. Providing New Desktop Installation and Software Installation Reports. Make team members aware of any changes or scheduled activities so that effective follow-up is possible. Updating the latest anti-virus on servers and monitoring the anti-virus patches on Servers and Desktops and generating Reports. Track the assets issued to users and maintain a database report of assets. Updating KB and CMDB whenever there is a need. Handling Backup Activities on daily, weekly and Monthly. Generating the Reports on all Backup activities.

4. Process Compliance: Gather information from vendor and customer and update the tickets regularly as per the defined process. Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report). Following the various Escalation Matrix (Vendor, Internal and Customer defined). Ensure tickets are closed post user/customer communication. Maintains inventory of PC equipment with Asset Executive. Special focus on Power User calls. Constantly track tickets for SLA adherence and escalate on deviations as defined in the process. Comply with defined processes and update tickets with SLA.

Requirements

"The ideal candidate for this role should have a strong background in cybersecurity and service delivery. They should be able to lead a team of professionals to deliver top-notch services to clients. The candidate should have excellent communication and problem-solving skills. They should be able to work effectively in a fast-paced environment and prioritize tasks to meet deadlines. The candidate should also have a strong understanding of cybersecurity technologies and be able to stay up-to-date with the latest developments in the field.

Education Qualification

"Any Graduate.

Certification Mandatory / Desirable

"Technology | IT Certifications | CompTIA Certification | Security+ Certification.

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