Security Architect

Minimum

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: 1. 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. 2. 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. 3. 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. 4. 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, Okta, 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 troubleshooting. -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. Additional Information: - The candidate should have minimum 12 years of experience in Identity Access Management (IAM). - This position is based at our Bengaluru office. - A 15 years full time education is required. - Microsoft certifications related to security or infrastructure. - Azure Security, AZ-305, SC-300 or SC-900 (optional, for IAM).

15 years full time education