Job Description
Job Responsibilities -
Functional Domain
Responsibility
Delivery Operations & Excellence
· Previous work experience managing below three or more Cybersecurity delivery engagements -
o Audit principles and associated compensating controls
o Enterprise Security architecture
o Cloud Security
o Vulnerability Management
o E-Mail security
o Web Application Firewall
o Cyber Incident Management (CERT)
· Manage & maintain steady state global delivery operations (Green)
· Manage Operational/delivery issues & escalations
· Ensure continuous communication & coordination with client in the event of issue/ escalation
· Ensure SLA/SLO attainment & process compliance along with high customer satisfaction
· Act as first point of escalation for the day-to-day functioning of delivery operations team
· Handling escalations- identifying the gap, preparing action plans, and driving towards resolution
· Identify opportunities for SIP’s/CIP’s and drive those towards achieving the desired goal
· Define & maintain a governance model, best practices & operating procedures
· Driving & ensuring seamless transition of new service/ customer to operations team (if any)
· Actively participate in Service Operations Meetings, Service Quality Review governance
· Provides leadership & direction to Delivery team in complex problems and creates innovative solutions
· Facilitates Business Continuity for the account during regional/ location outages
Team Management
· Responsible for Performance Appraisal for direct reports
· Support Delivery Head to manage team functions viz. resource selection, allocation, availability planning, effort estimation, utilization & attrition management
· Tracking individual and team performance (direct reports). Provide periodic feedback and share the action plan to improve productivity, improvement areas
· Advice & coach team members to help them develop their skills and capabilities to best meet their career aspirations and current or future business needs
· Ensuring right and adequate rewards and recognition reaches to high performers in the team
· Focus on personal & professional development and appropriate training & certifications for team members
· Monitor & report quality and productivity and team performance on a daily/weekly basis and continually improve them efficiently and effectively
· Ensure that the productivity goals for the team are met, including service level, utilization, and customer satisfaction
Customer Relationship Management
· Acts as a trusted security advisor to the clients
· Interlock with Management to define operations strategy and action plan based on Customer feedback & CSAT result
· Analyzing customer requirements, identifying business opportunities, providing guidance and support
· Monitor delivery health and process adherences, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
· Ensure continuous communication & coordination with clients
· Ensure positive client satisfaction and client relationship is maintained for service delivery
Financial Management
· Support Delivery Head to determine, monitor, and review project financials include operational costs, budgets, staffing requirements, resources, and risk etc.
· Work towards improving efficiency, utilization, compliance, and accuracy
· Assist Delivery Head to achieve target Residual/ Efficiency by planning resources allocation, tracking accurate labor utilization and maintaining low operating costs
Service Transition
· Deliver in transition project & program in line with the recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting)
· Conduct due diligence activities to comprehend business activities of the client and document these in the form of a due diligence report along with recommendations and next steps
· Act as the primary point of contact for all transitional activities
· Liaise with business lines and functions on training, recruitment, and system requirements for transition deliverables
· Responsible for monitoring & execution of transition deliverables as per agreement transition plan
· Manage day-to-day transition project communication with stakeholders, project delivery team, account team & Client stakeholders.
· Review the outcomes of the transition projects to capture learnings & disseminate across organization
Technical Skills –
§ Basic Knowledge on security models such as ITIL, ISO27002, PCI DSS and Cobit 5
§ Experience on Security tools & Technologies
§ Integration of testing mechanisms with industry best practices such as OWASP & NIST
§ Good Understanding of IT security policy, procedure, design, and implementation.
Behavioral Skills –
· Ability to handle multiple strategic & critical projects/deliveries simultaneously
· Effective interpersonal, Coaching, team building and communication skills.
· Ability to run/coordinate meetings, major incident calls and communicate with customers.
· Desire for continuous improvement and ownership skills
· Ability to communicate complex technology to no tech audience in a simple and precise manner.
· Quick learner, while working outside the area of expertise.
· Flexible to support 24*7 support environment .
· Ability to see the bigger picture and differing perspectives; to compromise, to balance competing priorities, and to prioritize deliverables.
Qualification & Experience –
§ 10+ years of IT experience with 6+ yrs of relevant experience in managing Cybersecurity delivery(s), People Care, Customer & Stakeholders relationship, project transition.
§ Education qualification: Bachelor’s degree in information technology, Computer Science and/or related areas