Assistant Manager - Customer Service Operations

Broad outline of the Role

• Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

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

Qualifications:

• Science Graduate (IT / Computer) is preferred.
• Bachelor of Engineering (BE), Bachelor of Technology (B.Tech), or Master of Computer Applications (MCA) is required.
• A minimum of 4 to 5 years of relevant experience and a total of 7 years of experience in the field of IT Security and the implementation/support of in-scope solutions.

Certifications:

• Certification in at least 2 of the following: CCNA, RHCE, CompTIA.
• OEM Product Certification in at least 2  technologies should be mandatory

Other knowledge/skills

• Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
• Experience in troubleshooting platform related issues, data backup, restoration, retention
• Maintains awareness of latest technologies in the domain

Key Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Perimeter Security Specialist

DDoS Protection Specialist:DDoS Mitigation: Implement and manage DDoS mitigation strategies to protect the organization's network from disruptive DDoS attacks,Monitoring: Continuously monitor network traffic for unusual patterns and proactively respond to DDoS attacks.

WAF Specialist (Web Application Firewall):WAF Configuration: Configure, manage, and maintain the Web Application Firewall to secure web applications against common threats, including SQL injection, XSS, and more.Rule Development: Develop and maintain WAF security rules to adapt to evolving threats and application requirements.

Encrypted Traffic Management Specialist:SSL/TLS Inspection: Implement SSL/TLS decryption and inspection techniques to identify and mitigate threats hidden within encrypted traffic. Certificate Management: Manage SSL/TLS certificates and ensure their proper deployment

NBAD Specialist (Network-Based Anomaly Detection):NBAD Configuration: Configure, manage, and maintain NBAD systems to monitor network traffic for unusual behavior or anomalies.Anomaly Detection: Detect and respond to unusual network activities that may indicate security breaches.

Work Hours :Flexible to work in 24x7x365 environments and extend in case of P1 incident, critical patch upgrades/updates, DC D R drills and as and when required.

Knowledge / Skills