Assistant Manager - Customer Service Operations (Cloud & Security Customer Service Operations)

Job Family Descriptor

• Experience in SIEM Tool like ArcSight, LogRhythm SIEM, Threat Intelligence, Malware Analysis, Incident Response
• Experience in handling SOC customer in MSSP/multi-tenant environment
• Responsible for the technical Administration or troubleshooting in SIEM ensuring the efficient functionality of the solution
• Responsible for Incident Validation, Incident Analysis, Solution Recommendation,
• Good knowledge on implementation, installation, integration troubleshooting and overall functionalities of ArcSight
• Arc Sight/LR/QRadar platform administration, management experience, platform upgrade
• Experience in troubleshooting platform related issues, Data backup, restoration, retention
• Experience in creating content based on MITRE Framework
• Exposure to SOAR, alert aggregation, automation, Playbook creation
• ArcSight/LR rule base fine tuning, Ongoing log source modifications, Configuration/policy changes, General SIEM Administration, SIEM Content Development
• Troubleshooting of an incident within IT Security incident response teams of SOC.
• Maintains awareness of new and emerging cyber-attack threats with potential to harm company systems and networks. Devises and implements countermeasures to mitigate potential security threats.
• Assists with the development and maintenance of IT security measurement and reporting systems to aid in monitoring effectiveness of IT Security programs.
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions related to IT Security.
• Good Coordination skills with various other teams for faster resolution/completion.
• Good to have threat hunting knowledge.

Broad outline of the Role

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

• BE/B.Tech or equivalent with minimum 5 years of experience
• Work experience of minimum 4 years in SOC Incident Handling, Incident Response Trend Analysis, administration/monitoring of SIEM Tool like ArcSight, LogRhythm SIEM, Threat Intelligence, Malware Analysis,
• Ability to adapt and follow the processes and guidelines
• Possess an impeccable work ethic and a high degree of integrity
• Good Analytical & Problem Solving skills
• Able to communicate with technical staff/management
• Flexible to work after office and over weekend if required
• Highly motivated & customer centric

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills