Sr Manager - Customer Service Operations (Cloud & Security Customer Service Operations) - B4101_1

Broad outline of the Role

• Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Min experience: 12 Years. Max 15 years
• Should have excellent communication skills, strong problem-solving abilities, and direct experience managing a SOC. 
• Leadership skills a must.
• Immediate experience of at least 3 years of Security Program management is mandatory
• that supports large-scale security and networking technologies is required.
• Extensive experience with SIEM and log management products
• Must have an in-depth understanding of network security issues, security event logging / monitoring, Firewalls, Intrusion prevention, proxy services, Anti Virus technologies, authentication mechanisms, ethical hacking tools, vulnerability assessment & scanning tools, application security assessments, incident response and knowledge of common information security management frameworks.

Professional security certifications  -  CISM or CISSP is mandatory.

Other knowledge/skills

Key Responsibilities

Technical Competencies

• The SOC Manager is a techno managerial leader with extensive Information Security Management experience who will oversee the planning, management, and execution of internal and external customer implementations within SOC offices and has strong problem-solving abilities, and direct experience managing a SOC.
• Managing a skilled team of SOC monitoring engineers and analysts
• Customer stakeholder management
• Manage and lead 24x7 Security Operations Center activities and guide teams to continually improve the level of automation and technical skills
• Ensure SLA are achieved & work proactively to maintain the same
• Oversee security vendor SLAs and ensure timely support for speedy in
• Assist clients with the identification and evaluation of holistic security gaps with a focus on the security operation
• Presentation of Quarterly reviews and other presentations with the customer
• Assist clients with the identification and evaluation of holistic security gaps with a focus on the security operation
• Service Delivery Management with focus on automation and continual improvement

Knowledge / Skills