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Infra Service Delivery Manager

Company: HCL America, Inc.
Location: Seattle
Posted on: January 15, 2022

Job Description:

Job Title: Infrastructure Service Delivery ManagerJob Type: Full Time/PermanentJob Location: Seattle, Washington
Salary: DOE + Benefits
About HCL:HCL America Inc has a strong base in the United States over 30 Years having 15+ Delivery Centers with Services provided to 500+ Customers. Innovation Labs at Redmond, Dallas, Rochester and Cary provide wide range of learning to employees and services to Customers.
Job Description:Responsibilities:

  • Responsible to provide Security Device Management, Information Security Advisory, Information Security Monitoring and advanced Information Security Services. The responsibility of CSFC also includes but is not restricted to ensure that the customer--------s network & Data are able to address the requirement of maintaining a robust Information Security environment for the customer. The CSFC offers these services in a Shared Services Model and provides for the responsibilities by leveraging a Shared Pool of expert resources in the different areas / technologies of Information Security Solutions and corresponding security Tools infrastructure such as SIEM.
  • This exciting role is to work as CSFC Operations/Delivery Manager for multiple customers, ensure the delivery of the services as per the agreed SLAs, provide the necessary guidance for the team during critical situations as well as improve the delivery efficiency of the team. Attention to detail, ability to drive highly diverse teams is critical. Responsibilities Manage the day-to-day working of the CSFC Operations for the different customers. Organizational Functions:1. Delivery of the operations of CSFC are as per the agreed SLAs and expectations from the customer.2. Identify the in-efficiencies in the Operations and identify potential solutions to improve efficiency.3. Own and drive improvements in the areas of Operations, technology, Advisory and customer satisfaction.
    Core Functions:1. Regular reporting on the state of the customer delivery.2. Maintain KPIs for the teams and report on Service Improvement Areas to senior management3. Identify risks and maintain compliance with submission of client facing reports Individual Performance Measurement Criteria - Timeliness in Phone and Email responses. - Quality and effectiveness in communications and engagement with stakeholders. - Personal Priority and time management. - Low / Zero Escalation from the customers - Maintain low Attrition - Driving Innovation to improve on Service standards & Quality.
    Technical Skills Proficiency Legend: Experience in deploying, configuring and troubleshooting of 1. Firewalls (Checkpoint, Cisco etc.), 2. IDS / IPS, (Network and Host), 3. Anti-Virus, 4. URL Filtering, 5. Multi-factor Authentication, 6. Privilege Access Management 7. The integration of the above technologies with different systems. Experience in different Information Security Processes. 1. Security Change Management 2. Rule Base Reviews & Optimization 3. Security Incident Management (Standard & Critical) Understanding of different Security Architectures. P4 -----" Proficiency Level Understanding of the different connection protocols. Experience in different reporting requirements prevalent in the information security monitoring and management space. Experience in different compliance standards. - ISO 27001, SOX, SSAE16, etc. - Process, Criticality - Evidences P3 -----" Proficiency Level Understanding of the different monitoring systems for server, Network. P2 -----" Proficiency Level Understanding of the major business applications. Understanding of common Infrastructure applications such as DNS, Proxy, DHCP, Messaging, Mailing, Storage, Network, Backup. Communication and Organizational
    If Interested then please do send the profiles to us at Aishwarya.Ajith@hcl.com - Prabhlin.singh@hcl.com

Keywords: HCL America, Inc., Seattle , Infra Service Delivery Manager, Executive , Seattle, Washington

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