Service Operations Support Analyst

To be successful as a Service Operations Support Analyst you should have experience with:

• Ready to work in 24* 7 shift role (Shifts 6AM - 3PM IST, 2PM - 11PM IST & 10PM - 7AM IST)

• Proven history of hands on onboarding and implementation of network and security configurations on the Akamai Kona/AAP Web Application Firewall (WAF) and Content Delivery Network (CDN) platform.

• Subject matter expertise in Web Application Security, WAF and DDoS protection solutions and working knowledge of layer 3 and 7 DDoS protection technologies.

• Ability to implement, and troubleshoot integration of third party hosted WAF and DDoS services with both on-prem and cloud based services.

• Strong knowledge of security network architectures (e. g. Firewalls, DMZ, proxies, DNS, web and mail servers) and the principles of networking.

• Exposure to cloud technologies, AWS, Azure and SaaS based security solutions.

• Incident, Problem and Change management, ensuring issues are managed within agreed SLA/SLT

• Handling major and minor incidents, Disaster Recovery planning / testing and meeting requirements of rigorous Audit mandates.

Some other highly valued skills may include:

• Strong Unix/Windows/Network Administration skills.

• Relevant professional certifications in information technology or networking e. g. CCNA, CCNP, CCSP etc.

• Basic/Intermediate level of scripting/coding ability e. g. python, powershell etc.

• SIEM, EDR/XDR, DLP , Databases, Web Server Tools knowledge.

• Experience with MS suite of products.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Pune.

Purpose of the role

To provide a primary liaison service between the business, technology, and security functions. In order to ensure the confidentiality, integrity and availability of information, and support the mitigation of security risk.

Accountabilities

• Collaboration with stakeholders to understand their security requirements in business processes and IT projects, to enhance overall risk management.
• Execution of risk assessments to identify and prioritise potential cybersecurity threats that could impact the banks operations and data and guide the implementation of mitigation strategies and communicate findings to relevant findings to relevant senior stakeholders.
• Collaboration with business units to develop and implement security policies and procedures for the banks operations aligned to the risk management framework.
• Management of the implementation, testing and monitoring of security controls across the banks IT systems to ensure the effectiveness of controls and mitigation of risk.
• Execution of training content and sessions to educate employees, enhance cybersecurity awareness and provide guidance on safe online practices.
• Management of complex cybersecurity incidents by collaborating with IT teams and response experts to effectively resolve cases through analysis, expertise support and project supervision.
• Identification of emerging cybersecurity trends, threats, and new technologies to address potential risks by advocating the adoption of new security solutions.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.