Job Description

Project Role :

Security Architect

Project Role Description :

Define the cloud security framework and architecture, ensuring it meets the business requirements and performance goals. Document the implementation of the cloud security controls and transition to cloud security-managed operations.

Must have skills :

Data Encryption

Good to have skills :

NA

Minimum

12

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: We are seeking a dedicated and detail-oriented Service Delivery Manager to join our Identity and Access Management (IAM) team, supporting a major US-based client. The role focuses on operational activities with additional responsibilities around team management and client management. This is a hands-on operational role requiring support in a 24x7 environment, following a rotational shift model. Roles & Responsibilities: Service Management & SLA Compliance - This is the core of the role, focused on ensuring the applications are running smoothly and meeting the agreed-upon service levels. - SLA Management: Define, document, negotiate, and agree upon Service Level Agreements (SLAs) with the client for each application. - Performance Monitoring: Continuously monitor application performance, availability, and reliability against the defined SLA metrics (e.g uptime, response time, resolution time). - Incident Management: Oversee the entire lifecycle of incidents (service disruptions, bugs). This includes ensuring prompt logging, accurate prioritization, and effective communication to stakeholders. - Major Incident Leadership: Act as the primary point of command and coordination during high-priority (P1/P2) incidents, ensuring rapid response, mobilizing resolution teams, and managing stakeholder communication. - Problem Management: Go beyond just fixing incidents by driving root cause analysis (RCA) to identify and eliminate recurring issues and prevent future disruptions. - Change Management: Review and approve changes to the application environments, assessing risk and ensuring that deployments do not negatively impact service stability. - Service Request Fulfillment: Ensure that standard service requests from users (e.g access requests, minor configurations) are fulfilled efficiently and within agreed timelines. - Documentation: Maintain SOPs, documentation, and runbooks for supported applications. Review the documentation periodically for changes and get it reviewed from client SME. Client Management & Communication - This area focuses on maintaining a strong, transparent, and positive relationship with the business client. - Primary Point of Contact: Act as the main liaison between the client's business stakeholders and the technical support team. - Client Escalation Handling: Serve as the first point of escalation for the client for any service-related issues, concerns, or complaints, taking ownership until resolution. - Service Review Meetings: Prepare for and conduct regular service review meetings (weekly, monthly, quarterly) with client stakeholders. - Reporting: Develop and present comprehensive reports on service performance, including SLA achievement, incident trends, ongoing problems, and continuous improvement initiatives. - Building Relationships: Proactively build and maintain strong relationships with key business users and client leadership to foster trust and partnership. - Understanding Business Needs: Develop a deep understanding of the client's business processes and how the supported applications enable their objectives to provide context-aware support. Team Management & Leadership - This involves managing the day-to-day operations and long-term development of the technical support team. - Roster Preparation & Shift Management: Create and manage team rosters and shift schedules to ensure 24/7 or business-hour coverage as required by the SLAs. - Leave Planning: Manage and approve team leave requests, ensuring adequate staffing levels are maintained at all times to avoid service degradation. - Technical Work Assignment: - Triage incoming tickets and assign them to team members based on their skills, current workload, and ticket priority. - Ensure a balanced distribution of work across the team. - Monitor ticket queues and reassign work as necessary to avoid SLA breaches. - Performance Management: Set clear goals and objectives for team members, conduct regular performance reviews, and provide constructive feedback. - Skill Development & Training: Identify skill gaps within the team and arrange for necessary training and development opportunities to enhance technical and service capabilities. - Mentoring & Coaching: Provide guidance, mentorship, and support to team members to foster their career growth and maintain high morale. - Resource Planning: Forecast future resource needs based on application complexity, ticket volumes, and upcoming projects. Continuous Improvement & Strategy - Process Improvement: Continuously analyze existing support processes to identify inefficiencies and opportunities for improvement (e.g., implementing ITIL best practices). - Trend Analysis: Analyze incident and service request data to identify recurring themes, patterns, and areas for service improvement. - Automation Initiatives: Identify repetitive manual tasks and advocate for or lead automation initiatives to improve efficiency and reduce human error. - Knowledge Management: Champion the creation and maintenance of a robust knowledge base with standard operating procedures (SOPs), troubleshooting guides, and FAQs for both the support team and end-users. - Vendor Management: If third-party vendors are involved in the application support, manage these relationships to ensure they meet their contractual obligations. - Budget & Cost Management: Contribute to the management of the support budget, looking for ways to deliver services more cost-effectively without sacrificing quality. Professional & Technical Skills: - Strong hands-on experience with Microsoft Azure, Active Directory, data encryption, PKI, ADFS, Enterprise applications. - Experience in certificate lifecycle management for diverse enterprise environments. - Familiarity with Active Directory Certificate Services (ADCS). - Knowledge on DigiCert certificates and management. - Good understanding of SSL/TLS protocols and digital certificates. - Basic scripting skills (PowerShell preferred) for automation of routine tasks. - Ability to work in 24x7 rotational shifts and support global clients. - Strong communication and documentation skills. - Preferred Certifications:- Microsoft certifications related to security or infrastructure , Azure Security, AZ-305, SC-300 or SC-900 (optional, for IAM). Additional Information: - The candidate should have minimum 12 years of experience in Data Encryption. - This position is based at our Bengaluru office. - A 15 years full time education is required.




15 years full time education