UST Looking for Incident Managment – Lead I at Thiruvananthapuram, Kerala, India Full Time

Job Description

Role Proficiency:

Under Manager’s supervision effectively lead a small unit / shift / sub-team / customer engagement within a large Shared Services team in the delivery of cyber security monitoring and triage activities for our global customers. This role is in the management stream and envisages growth in management rather than the technology space.

Outcomes

• Under the supervision of the Manager effectively Lead a small SOC team (unit / shift / sub-team / small customer engagement)
• Under supervision of the manager responsible for delivery of SOC services by the team per SLA.
• Responsible for performance of activities by the team that have been defined by the manager from a contractual and regulatory perspective.
• Responsible for the quality of deliverables of the team
• Under supervision of manager ensure a well administered team / engagement.
• Under supervision of the manager responsible for customer communication and stakeholder management.
• Ensure team adherence to Information Security policies as defined by the company and customer.

Measures Of Outcomes

• Team adherence to SLA as agreed with the customer.
• Innovation Case Studies and value delivered to customer / Cyberproof.
• Productivity (Number of alerts and incidents addressed)
• Quality – percent of tickets that meet quality norms
• Adherence to process – Nil NC during audits
• Evidence of skill development including training and certification etc.

Outputs Expected

Team Administration and Management:

• Under supervision of the manager ensure that a balanced team is available; providing defined services
• Responsible for administrative aspects like shift roster and attendance on-call related allowances etc.

Delivery Management

• Supervision of the shift period / team such that cyber security alerts from the SIEM and multiple sources are dealt with

by the shift / team

within SLAs

• For the responsible team unit ensure delivery required quality standards.
• Under supervision of the manager define and implement new processes or changes to existing processes.
• Communicate and escalate per defined process.

Reporting

• Generation of required reports

management information and analytics.

Team Competence Management:

• Mentor junior team members whenever possible
• Identify training needs of the team. Under supervision of manager define and implement Training plans.

Continuous Improvement

• Ensure activities like quality checks

reviews etc are performed to ensure the team is performing with required standards.

• Under supervision of the manager set benchmarks for a high-performance organisation
• Make sure that audits go smoothly; responsible for closure of audit findings and performance improvement plans
• Ensure continuous improvement in the team in areas of delivery quality operational efficiency innovation and optimization etc.
• Ensure Continuous learning

Skill Examples

• Proficiency in people and stake-holder management. Ability to manage and lead a smaller / less complex teams. Ability to inspire.
• Ability to interface with the customers and specialist teams on these topics.
• Proficient in operations / project management. Understanding of relevant frameworks in cyber security SOC IT Infrastructure etc. Exposure to ISMS Quality and BCP processes and frameworks.
• Excellent oral and written communication skills.
• Possess unimpeachable personal and professional integrity. Individuals will be required to submit to a background check.

Knowledge Examples

• 5+ Years overall experience in SOC / IT Infrastructure. A minimum of 2 years’ experience delivering SOC services to external customers (preferably in global organizations).
• University Degree in Cyber Security (no back papers) / Bachelor’s in Engineering or Science with training in cyber security
• Sound understanding of relevant tools related to SOC like SIEM EDR Ticket Management etc.
• Highly Proficient in Cybersecurity Incident Management process. Sound understanding of cyber security alerts and incidents. Intermediate understanding of enterprise IT Infrastructure including Networks Firewalls OS Databases Web Applications etc.
• Understanding of ISMS principles and guidelines. Relevant frameworks (e.g. ISO27001)
• Desirable – Training / Certification in relevant processes / frameworks related to operations / project / cyber security etc.

Additional Comments

Job Summary: Critical Incident Manager A critical incident manager is responsible for overseeing and coordinating the response to major incidents within the organisation. The primary goal of this role is to minimise the impact of major incidents and promote a rapid recovery to normal operations. For major incident management to be successful, the ability to communicate well and adapt to changing circumstances is crucial. Roles and Responsibilities:

• Assess the impact and severity of major incidents.
• Gather information and data to support major incident analysis and decision-making.
• Act as the central point of contact during major incidents, ensuring that all relevant teams are informed and engaged.
• Ensure clear and timely communication with internal stakeholders, vendors, and relevant authorities.
• Maintain Response SLA.
• Coordinate efforts to resolve the major incident and minimise its impact.
• Coordinate with external vendors for additional support.
• Maintain detailed records of major incident response activities, including actions taken, decisions made, and outcomes.
• Lead and direct the response to complex and high-impact major incidents.
• Ensure that the organization’s major incident management framework remains current and effective.
• Conduct a thorough post-incident analysis to identify lessons learned and areas for improvement.
• Implement changes to enhance major incident capabilities.
• Provide guidance and support to the major incident response team during challenging and multifaceted incidents.
• Generate comprehensive major incident reports, highlighting key findings and recommendations. Qualifications:
• Bachelor’s degree in a related field or equivalent work experience.
• 2-3 years of experience in Major incident management – crisis management with a proven track record of managing complex incidents.
• Ability to work flexible hours and respond to incidents at any time.
• Familiarity with major incident management software and tools.
• Demonstrated leadership and decision-making skills in high-pressure situations.
• Certification in ITIL.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders and vendors