Manager – Security Operations

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.