SymantecTM Managed Security Services provides real-time, enterprise-wide protection from known and emerging threats, enabling clients to protect their information assets and demonstrate compliance with industry regulations. Symantec MSS Security Monitoring Services provide hosted log retention, security monitoring and advanced analysis, and early warning intelligence. Symantec MSS Management Services provide expertise to bolster defenses and manage security architectures.
This is a Manager position in Symantecs Managed Security Services business responsible for the delivery of Security Monitoring services to customers across the Globe. This position leads a security monitoring operations team located in Chennai India who are responsible for validating and raising security incidents while ensuring that organizations monitored in the region are promoters of the service. This position will play a key role in executing on operational decisions and implementing solutions that will enhance the organizations ability to deliver a quality service. This individual will work as part of a global team and will be available on a 24/7 rotational basis.
Primary responsibilities include:
o Ensuring standards and procedures are adhered to within defined SLAs
o Ensuring projects, assigned work, initiatives are in line with regional strategy
o Ensure service delivery is running smoothly and ensure issues are escalated promptly to appropriate team(s)
o Act as a technical escalation point for Sr/Princ Analysts
o Holding the team accountable for their work, providing feedback regularly
o Represent the management team on customer calls/escalations as required.
o Participate in customer calls and able to have a technical conversation around points raised by customers
o Drive key region initiatives through to resolution.
o Build a strong technical understanding of the MSS technology platform
o Strong understanding of customers supported, their issues and sensitivity levels
o Able to articulating security issues to customers, both verbally and written
o Will be responsible for scheduling shift and managing shift rotations. Accountable for shift rotations during weekend.
o Hiring and staffing high quality people.
o Ensure all team members are trained on all aspects of the service
o Ensure all team members are trained on customer service skills
o Review work output of staff members and provide coaching appropriately
o Ensure all team members have an in-depth understanding of the customers they support
o Ensure that roles & responsibilities understood by all team members
o Individual career plans established, expectations set appropriately for current grade and role as well as for promotion eligibility and understood by all team members
o Sets clear objectives for direct reports and compares deliverables against objectives. Delivers appropriate and timely quarterly and annual reviews.
Conflict & Change Management
Managing and Measuring Work
Planning & Time Management
Bachelor's degree in Computer Sciences or Engineering is required. MBA and/or advanced computer sciences degree desired.
10 years of experience, with 3+ years in a similar role. Good communication & customer service skills is a must.
Desired Candidate Profile
Please refer to the Job description above
UG: Any Graduate - Any Specialization
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Symantec Software & Services India Pvt Ltd
Symantec Corporation is the global leader in cybersecurity. Operating one of the worldÃ¢â‚¬â„¢s largest cyber intelligence networks, we see more threats, and protect more customers from the next generation of attacks. We help companies, governments and individuals secure their most important data wherever it lives.
Organizations across the world look to Symantec for strategic, integrated solutions to defend against sophisticated attacks across endpoints, cloud and infrastructure. Likewise, a global community of more than 50 million people and families rely on SymantecÃ¢â‚¬â„¢s Norton suite of products for protection at home and across all of their devices. Symantec operates one of the worldÃ¢â‚¬â„¢s largest civilian cyber intelligence networks, allowing it to see and protect against the most advanced threats.
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