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

Date: 19 Nov 2023

Location: Pune, India

Company: Tata Communications

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

Communication Skills

Job Segment: Operations Manager, Service Manager, Assistant Manager, Operations, Customer Service, Management