Technical Security Lead (L3)
Job Description
Location: Ahmedabad/Navi Mumbai
Department : SOC
Primary Roles Responsibilities:
- Accountable for overall Customer success / Managed /Services delivery, which willcontainsignificant scope, ambiguity, risk geographical spread over all regions of India.
- Responsible for motivating, Leading and mentoring a highly skilled team of engineers spread across all regions of India ensuring that service standards are met, and operational risks arewell managed
- Coordinate with Sales and HR to Analyseand Plan foradditional resources recruitment as well as coordinate with HR to analyse and plan for employee turnover.
- Responsible for fulfilment of contractual obligations/overall completion of deliverables as per agreed service levels and defined key performance indicators/project milestones maintainthe relevant documents.
- Should have Headed a team of direct indirect reports of approx. 30.
- Responsible for communication of strategy/ initiatives/high level performance metrics- provide regular weekly and monthly reports on state of service delivery to the management.
- Responsible for the management of quality/ business process excellence in customer success / service delivery.
- Provides leadership and direction toteam within a significant part of the organization or across multiple /large project teams.
- Responsible for monitoring,measuring Buildingthe teams skills sets and capability ensure continuous upskilling and cross skilling of all team members on technologies and products implemented and supported by Eventus Tech sol.
- Responsible for maintainingand regularly reviewing the engineer s skills matrix as well as helping theengineers to maintain their individual skills development plan.
- Ensure collaboration and coordination with the vendors and Partners teams and process owners to drive a culture of customer centricity, continuous improvement, and service excellence.
- Build manage people, process, tools partnersrelationshiparound managed services delivery both local and remote through delivery centres.
- Strive to build capabilities on domains such as Cloud, Automation etc.
- Maintain close coordination with Eventus Sales Presales solutions teams to ensure smooth closure of activities like POC and project implementation.
- Maintain close coordination with the PMO to ensure that all relevant and requisite project execution and management documents like SOW, POA, Project tracker andSignoff documents are maintained regularly and accurately.
- Should be able to provide the service delivery and project implementation documents like SLA, SOW, Project Solution build document etcasrequired.
- Own the process of the Support desk / service desk coordinate and work with the help desk coordinator to ensure that all support incidents are regularly recorded in the support ticketing system.
- Ensure that regular service delivery reviews are conducted as per SLA and reports are shared with allstake holders.
- Work with Sales andmarketingto further the customer satisfaction / feedback survey efforts.
Requirements
- Education / Experience Requirements
- Bachelor s degree in information technology, Business or related; or equivalent experience.
- 10+ years experience in managing and operating Service Delivery processes; Technology Services. Managed Service industry experience is a must.
- Excellent experience in handling / leading an IT Infra team.
- Exposure around technologies such as Network, UCC, DC, Cloud, Virtualization, etc.
- ITIL v3 Foundations certification required. ITIL v3 Intermediate preferred. Familiarity with ISO 20000 standard
- Project Management experience, preferred.
- Should have experience of leading a multi-location, team size of at least 30 in Managed Services space.
- Demonstrated experience client facing, influencing, and consulting (providing options with pros, cons and risks) cross-functional teams.
- Possess an understanding of various technology solutions such as Enterprise security Email Security, Data centre, workload and cloud security, XDR, Enterprise firewalls, IDS and IPS.
- Familiarity with Trend Micro security products will be an added advantage.
- Will need to keep aware and updated of all organization s key product and service offerings for which support is being provided.
- Proficient in MS Office (Word, Excel, and PowerPoint), Outlook, SharePoint, ERP and related cloud-based technology systems.