Manager - Infosec and Security Infrastructure
Director, Engineering and Operations
Engineering and Operations
1. PRE-REQUISITE :
In-depth hands-on experience in handling 24x7 operations in Global MSP / ISP / IDC / NOC / SOC outsourcing and Shared Services environment
Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.
Analytical thinker willing to think outside the box to resolve customer impacting situations on first contact; understand customer pain.
Ability to work with Operations and Engineering on the priority of issues in order to resolve the most urgent customer impacting issues first.
Creative, flexible thinker who is willing to take initiative and share alternative solutions with peers and management.
Network Security (multi-vendor) experience.
Technical expertise in the following : Unified Thread Management (UTM) : Juniper, Cisco, Checkpoint, FortinetContent Filtering : BlueCoat, Websense, McAfeeIPS : Juniper, Tipping Point, McAfeeSIEM / SIM productsAAA services : ACS, Radius, RSAWan Accelerators : Riverbed, JuniperLoad Balancers : F5 BigIP LTM / GTM, JuniperHands on experience on Vulnerability Scanning, Penetration Testing Tools
Working knowledge and hands-on experience on Linux / Unix OS is desirable.
Customer service experience preferably in a Global Operations center environment.
Ticketing system knowledge.
Exceptional documentation and communication skills.
Aptitude and desire to learn advanced Network Security services.
Ability to thrive in a fast paced, multi-cultural, customer-oriented environment.
Ability to work days, evenings, and weekends as required; 24x7 support.
MS Office proficiency.
2. RESPONSIBILITIES :
Responsible for supporting complete end to end Network Solutions for the customers. Responsible for interacting with internal groups, vendors and customers to coordinate the timely support of customer networks and data services.
Responsible for great customer satisfaction .
Duties : Organizational, Professional and Technical
Manages the 24x7 SOC for a global network and all associated equipment to make sure that it is available for all customers.
Hands-on involvement with the SOC to quickly resolve customer’s network and security issues.
Observe ticket queue and participate in Severity 1 and Severity 2 tickets and lead from the front
Handle all areas of SOC operations / delivery including incident, problem and change management
Focus on incident reduction activities and assist in creating Service Improvement Programs for key accounts
Communicate and coordinate network / security maintenance and schedules.
Creation of Root Cause Analysis (RCA)
Ensure Asset compliance activities such as keeping track of licensing, support contracts
Coordinate the installation of hardware and software, including outside vendors.
Be aware of, and comply with, all corporate policies.
Provide leadership to your team while focusing on their efforts on the corporate objectives.
Foster teamwork across other groups such as Provisioning, Project Management, Customer Engineering and GOC.
Provide detailed statistics on the performance of the team and provide solutions to improve performance.
Manage internal audit process to ensure compliance with all SOC processes.
Provide direction and priority to the staff for development of SOC tools.
Provide input for weekly / monthly customer service review reports
Conduct regular meetings with the SOC team and convey clear expectations
Foster teamwork and commitment to team objectives, promote collaboration, and remove obstacles
Creates and presents annual evaluations and performance development plans
Continualy improve the efficiency and effectiveness of the Security Operations Team
3. TRAINING AND CERTIFICATION REQUIRED
CCSA, CCSE, CCSP, JNCIS-SEC, JNCIS-FWV, JNCIS-SSL, ACE, PCNSE, CISSP, CISM, CASP, Security+, CEH, ISO27000 LA is desirable.
4. EXPERIENCE : 7+years
5. EDUCATION :
Bachelor degree and / or related experience required.
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