Cyber Security Delivery Operations Manager

• 10+ years of IT experience with 4+ yrs of relevant experience in managing Cybersecurity delivery(s), People Care, Customer & Stakeholders relationship, project transition.
• CISM/ CISSP/ Certified Ethical Hacker/ CompTIA CySA+ Certification & knowledge - Must Have ITIL V3/4 Foundation/ Expert certification & knowledge – good to have
• Project Management knowledge (PMP/ PRINCE2) – good to have Responsibility Previous work experience managing below two or more Cybersecurity delivery engagements - . Anti-virus and anti-spyware . Audit principles and associated compensating controls . Cloud Security Vulnerability Management . E-Mail security
• Previous work experience managing below two or more Cybersecurity delivery engagements - o Anti-virus and anti-spyware o Audit principles and associated compensating controls o Cloud Security o Vulnerability Management o E-Mail security
• 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 desire goal
• Define & maintain governance model, best practices & operating procedures
• Driving & ensuring seamless transition of new service/ customer to operations team (if any)
• Drive/Manage Crisis situation
• 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
• Responsible for Performance Appraisal for direct reports
• Support Delivery Manager 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