Manager - Security Operations (10-15 yrs)

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