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Responsibilities

  • Builds and maintains a trusted advisor status partnership with the SOC and other cross functional team providing the MSS service
  • Establish and sustain close engagement with key stakeholders, namely sales, SOC, engineering and customer teams.
  • Monitors and manages the delivery of Managed Security Services to ensure successful outcomes
  • Produce and provide supporting documentation for periodic service review meetings with the clients
  • Follows through any actions, issues and service improvement opportunities highlighted at service review meetings with internal cross functional teams.
  • Contributes to regular service improvement reviews with internal teams and recommend service improvement plans if and when required
  • Work with Project Managers when required and assists the customer in facilitating the co- ordination of any work required (upgrades, replacements and fixes) that is outside of scope of current Managed Security Services should the client choose ST to perform the work.
  • Acts as a point of contact for service escalations by the clients
  • Acts as the interface for escalations between the Client and SOC and other cross functional teams through to resolution and attends any escalation meetings if required
  • Ensure that appropriate Managed Security Services personnel are available to support the agreed action plan for the duration of the escalation
  • Documenting, supporting and improving operational processes related to the SOC Client Service Management and Service Delivery.
  • Interpretation of security incidents to actionable items to make recommendations to customers
  • This is a new role and the candidate is expected to setup, design and formulate the supporting documents and establish a framework of processes and procedures for the day-to-day operations of the CSDM team, and conduct continuous improvement for the team.

Requirements

  • Strong abilities to communicate at technical and business level
  • Working knowledge of information security and information systems – both at the conceptual and operational level
  • Planning, implementation, quality assurance, service management, communication, relationship building skills.
  • Experience in a Service Delivery / Project Management roles in a managed IT service provider or managed security service provider will be an advantage
  • Familiarity with delivery mechanisms of managed security services will be an advantage
  • Excellent interpersonal, co-ordination and issue resolution skills
  • High level of initiative, ownership of issues, accountability, professional diligence, attention to detail and ability to follow process.
  • Able to work un-supervised as well as being able to work as part of a team in an unstructured environment
  • Proactive, flexible attitude to work with a willingness to constantly review and improve skills and process
  • Excellent written, oral and customer facing skills.
  • Responsive in all communication
  • Experience in hands-on project management and stakeholder management
  • CISSP, CISM or other information security certifications will be an advantage.
  • ISO, Six-Sigma quality experience/certification will be an advantage
  • Diploma or Degree from a IT related course
  • Experience in hands-on project management and stakeholder management