This position will be on-site reporting to our Bangalore office, M-F.

This team provides 24/7 support. This role requires shift flexibility, including the ability to rotate between days, mids, and nights.

The Manager Cyber Operations (Client Success, SOC, Learning/Integration) Services role is to oversee the Optiv Cyber Operations Client Success Management, Account Management, SOC and/or Services Activation Teams in alignment with the business objectives of the organization. The position is responsible for activities related to maintaining and expanding customer relationships and reestablishing those that have lapsed. The position will take the lead in working cross functionally to resolve key customer challenges. They support initiatives and other priorities by injecting the customers' perspective into the service development and deployment process. The role requires involvement with key stakeholders and maintains a positive relationship with clients while serving as an escalation point for service delivery. This person will also define policies, procedures, and best practices. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services.

How you’ll make an impact

• Lead and inspire the client success team

• Responsible for the overall Cyber Operations client life cycle management

• Ensure client expectations are set, understood, agreed upon and met

• Build and improve integration process as needed to continue to improve service efficiency, effectiveness and client satisfaction

• Drive the responsiveness to the client(s) of the entire Cyber Operations organization

• Monitor service delivery for contractual compliance

• Provide input to and help deliver transition plans from a customer deliverable point of view

• Make recommendations for contract changes that can improve service, increase revenue and improve customer satisfaction

• Serve as a point of contact for service levels, escalations and issues for the customer

• Working knowledge of business processes and workflows along with the ability to communicate them in lay person’s terms

• Develop service action plans based on root cause analysis, trends and customer inputs

• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis

• Provide timely, accurate and relevant internal and external reporting

• Provide appropriate account specific information to service suppliers

• Ensure communications on day-to-day service operations are delivered to appropriate customer staff

• Deliver cost effective, standard customer measurements in line with contracted commitments

• Coordinate actions between clients and the appropriate service delivery departments to ensure needs are met

• Performs other duties as assigned

• Complies with all policies and standards

What we’re looking for

• Bachelor of Science degree in Computer Science or related field is required.

• Minimum 10+ years security incident response experience.

• Minimum 2+ years of experience in leading the SOC team.

• Excellent analytical thinking and problem-solving skills.

• Experience in CISM with CISSP.

• Must have excellent written, communication and verbal skills to assist with communication with other teams and write executive summaries based on work output.

• He or She must have strong leadership experience in a highly paced complex IT environment. Ability to lead, influence and collaborate with remote team members, proven delivery, remediation and incident response background.

• Should have advanced knowledge of enterprise environments consisting of Windows and Macintosh operating systems, embedded systems, networking devices and Linux/UNIX

• Requires operational knowledge of firewalls, routers, switches, messaging systems, various commonly used operating systems (Windows, Linux, etc.), common attack tools, and vulnerability detection/management tools. Strong background in security incident response, vulnerability management, system operations and application operations a plus.

• Self-managed and team Oriente, Deadline and detail oriented, highly motivated

• This role demands the availability of US working hours.

• This role is Work from Office role.

• SOC/Cyber Operation Manager role is a complete hands-on role where somebody has experience towards any of the SIEM tool along with that having experience maintaining the team of SOAR Engineers, SIEM Engineers and SOC Analysts.

• CompTIA Security+ Certification One or more certifications in Security/Networking Upon Hire preferred

• CISSP Certified Information Systems Security Professional One or more certifications in Security/Networking Upon Hire preferred

• GSEC Upon Hire preferred

• GCIA Upon Hire preferred

• GCIH Upon Hire preferred

• Certified Project Management Professional (PMP)-PMI Upon Hire preferred

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What you can expect from Optiv

• A company committed to our inclusive value through our Employee Resource Groups

• Work/life balance

• Professional training resources

• Creative problem-solving and the ability to tackle unique, complex projects

• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.

• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.

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