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 with 4-7 years of experience
• Bachelor of Engineering (BE), Bachelor of Technology (B.Tech), or Master of Computer Applications (MCA) is required.
• A minimum of 7 years of relevant experience and a total of 10 years of experience in the field of IT Security and the implementation/support of in-scope solutions. Strong understanding of DDoS, WAF, Encrypted Traffic Management, and NBAD.

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

Job Title: Perimeter Security Team Lead

•  We are seeking an experienced and dynamic Network Security Team Lead to oversee our cybersecurity team. This role is responsible for leading and guiding a team of specialists in DDoS protection, WAF, Encrypted Traffic Management, and NBAD to ensure the customer organization's network security is robust and resilient. 

Network Security Specializations:

• DDoS Protection: Collaborate with the DDoS Protection Specialist to implement and manage strategies for mitigating DDoS attacks.
• WAF (Web Application Firewall): Work with the WAF Specialist to secure web applications and develop security rules.
• Encrypted Traffic Management: Coordinate with the Encrypted Traffic Management Specialist to ensure encrypted traffic is inspected and managed effectively.
• NBAD (Network-Based Anomaly Detection): Oversee the NBAD Specialist in monitoring network traffic for anomalies and incidents.

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

Work Hours :

• Flexible to work in shifts and on demand on weekends for P1 incidents, patch upgrades, updates, DC DR drills etc..

Knowledge / Skills