Cyber Operations Manager I On-site, Bangalore

The Cyber Operations Manager I on the Advanced Fusion Center (AFC) team at Optiv is responsible for ensuring the delivery of services as per client contracts. This technical manager role requires deep security knowledge, prior experience as a security practitioner, and expertise in systems management and administration. The manager will lead and mentor a team, develop and improve Security Operations services, and manage client relationships. Key responsibilities include monitoring service delivery, driving client responsiveness, and contributing to continuous service improvement.

Must Have

• Lead and inspire the client success team
• Responsible for overall Cyber Operations client life cycle management
• Ensure client expectations are set, understood, agreed upon and met
• Build and improve integration process for service efficiency and client satisfaction
• Drive responsiveness to clients of the entire Cyber Operations organization
• Monitor service delivery for contractual compliance
• Serve as a point of contact for service levels, escalations and issues
• Develop service action plans based on root cause analysis, trends, and customer inputs
• Provide timely, accurate, and relevant internal and external reporting
• Coordinate actions between clients and service delivery departments
• Professional experience with team building and management
• Experience generating metrics and statistical reports
• Knowledge of general security concepts and methods (vulnerability assessments, incident response, security policy)
• Familiarity with SIEM, EDR, and SOAR platforms
• Superb business acumen and project management expertise
• Ability to convey complex technical security concepts to various audiences
• Availability for US working hours and Work from Office role

Good to Have

• CompTIA Security+ Certification
• CISSP Certification
• GSEC, GCIA, GCIH Certifications
• Certified Project Management Professional (PMP)-PMI

Perks & Benefits

• A company committed to championing Diversity, Equality, and Inclusion 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)

The Cyber Operations Manager on the Advanced Fusion Center (AFC) team is responsible to ensure the delivery of services as stipulated in the client contract. As a technical manager, the ideal candidate possesses deep security knowledge/expertise, previous experience as a security practitioner, systems management and administration experience, proven service management skills, and the ability to attract and retain talent in a challenging market. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with the development and continuous improvement of the Security Operations services for our clients.

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’s 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
• Comply with all policies and standards
• Build strategic relationships with Optiv customers by supporting key customer-facing activities including on-going relationship building and customer satisfaction-related efforts
• Individual contributor acting as a delivery and services senior leader
• Collaborate with management counterparts and analyst team members working in different time zones. Coordinate meetings, as required, and synchronize efforts to ensure procedures are consistent across the entire team
• Work with delivery teams and clients to create plans for accomplishing engagement objectives and a strategy that complies with professional standards and addresses the risks inherent in the engagement
• Provide constructive on-the-job feedback and coaching to team members
• Deliver effective services based on a thorough understanding of complex cyber security architectures and technology, and ability to effectively apply it to client situations and environments
• Use extensive knowledge of the client's business and industry to identify technological developments and evaluate impacts on the client's business
• Perform project management and team leadership, inspire teamwork and responsibility with engagement team members, and use current technology and tools to enhance the effectiveness of deliverables and services
• Understand Optiv and its service lines and actively assess what Optiv can deliver to serve clients
• Create innovative insights for clients, adapt methods & practices to fit operational team needs & contribute to thought leadership documents
• Understand the business requirements clearly and plan for effective utilization of resources, managing the change requests and risk planning, etc
• Enhance service delivery through frequent interaction with the end user and business sponsors
• Understand the process gaps and propose preventive / corrective action where appropriate

What we are looking for

• Bachelor's degree and approximately 8 years of related work experience; with a degree in Computer Science, Information Systems, Engineering, or related major
• Professional experience with team building and management. Ability to lead and mentor others; willingness to collaborate and share knowledge with team members
• Experience generating metrics and statistical reports to assess team performance, quantify workloads, and flag potential challenges before they become problematic
• Knowledge of general security concepts and methods such as vulnerability assessments, data classification, privacy assessments, incident response, security policy creation, enterprise security strategies, architectures and governance. Familiarity with key cybersecurity technologies: Security Information and Event Management (SIEM) and Endpoint Detection and Response (EDR) tools, and Security Orchestration, Automation, and Response (SOAR) platforms
• Broad knowledge of technology trends, relevance to clients’ businesses and market impacts
• Superb business acumen, project management expertise, and understanding of the Services organization as a whole
• Demonstrated ability to create comprehensive assessment reports
• Must be able to work well with customers and self-manage through difficult situations, focus on client satisfaction
• Ability to convey complex technical security concepts to technical and non-technical audiences including executives
• Ability to work both independently as well as on teams
• Willingness to travel to meet client needs
• 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, GCIA, GCIH Upon Hire preferred
• Certified Project Management Professional (PMP)-PMI Upon Hire preferred
• Team-oriented and possess excellent problem solving, interpersonal, verbal and written communication skills (Proficient proficiency)
• The role demands the availability for US working hours and Work from Office role.

What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion 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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