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- Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
- Science Graduate (IT / Computer) is preferred with 4-7 years of experience
- Bachelor of Engineering (BE), Bachelor of Technology (B.Tech), or Master of Computer Applications (MCA) is required.
- A minimum of 7 years of relevant experience and a total of 10 years of experience in the field of IT Security and the implementation/support of in-scope solutions. Strong understanding of DDoS, WAF, Encrypted Traffic Management, and NBAD.
- Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
- Experience in troubleshooting platform related issues, data backup, restoration, retention
- Maintains awareness of latest technologies in the domain
- Technical administration or troubleshooting to ensure the efficient functionality of the solution.
- Incident Validation, Incident Analysis, Solution recommendation
- Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
- Act as a point of escalation for Level-1 customer service analysts
- Coordinate with IT teams on escalations, tracking, performance issues, and outages.
- Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
- Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
- Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
- Publish weekly reports and monthly reports on customer service operations activity.
- We are seeking an experienced and dynamic Network Security Team Lead to oversee our cybersecurity team. This role is responsible for leading and guiding a team of specialists in DDoS protection, WAF, Encrypted Traffic Management, and NBAD to ensure the customer organization's network security is robust and resilient.
- DDoS Protection: Collaborate with the DDoS Protection Specialist to implement and manage strategies for mitigating DDoS attacks.
- WAF (Web Application Firewall): Work with the WAF Specialist to secure web applications and develop security rules.
- Encrypted Traffic Management: Coordinate with the Encrypted Traffic Management Specialist to ensure encrypted traffic is inspected and managed effectively.
- NBAD (Network-Based Anomaly Detection): Oversee the NBAD Specialist in monitoring network traffic for anomalies and incidents.
- Certification in at least 2 of the following: CCNA, RHCE, CompTIA, CISA, CISM, or PMP.
- OEM Product Certification in at least 2 technologies should be mandatory
- Flexible to work in shifts and on demand on weekends for P1 incidents, patch upgrades, updates, DC DR drills etc..
Manager - Customer Service Operations - Navi Mumbai, India - Tata Communications
Description
Broad outline of the Role
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Minimum qualification & experience
Qualifications:
Other knowledge/skills
Key Responsibilities
Technical Competencies
Job Title: Perimeter Security Team Lead
Network Security Specializations:
Work Hours :
Knowledge / Skills
Communication Skills