Service Delivery Manager

The Cyber Security Fusion Center (CSFC) is 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 CSF C 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 / Service 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.

Key Responsibilities

Manage the day-to-day working of theCSFCOperations forthe differentcustomers.

Organizational Functions:

1. Delivery of the operations ofCSFCare as per the agreed SLAs and expectations from the customer.
2. Identify the in-efficiencies in theOperationsandidentifypotential 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 ofthe customerdelivery.
2. MaintainKPIs for the teams and report on Service Improvement Areas to senior management
3. Identify risks andmaintaincompliance with submission of client facing reports

Skill Requirements

• Timeliness in Phone and Email responses.
• Quality and effectiveness in communication and engagement with stakeholders.
• Personal Priority and time management.
• Low / Zero Escalation from the customers
• Maintain low Attrition
• Driving Innovation to improve Service standards & Quality.

Other Requirements P5 - Proficiency Level

Understanding of the different security technologies,

Experience in deploying,configuringand troubleshooting of

1. IDS / IPS, (Network and Host),
2. Anti-Virus,
3. URL Filtering,
4. Privilege Access Management
5. Integrationof 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

Understandingthe different connection protocols.

Experience in different reporting requirements prevalent in the information security monitoring and management space.

Experience in different compliance standards.

Evidences

P3 - Proficiency Level

Understanding of the different monitoring systems for server, Network.

P2 - Proficiency Level

Understanding ofthe major business applications.

Understanding of common Infrastructure applications such as DNS, Proxy, DHCP, Messaging, Mailing, Storage, Network, Backup.

Good command of the English language, with excellent written and verbal skills.

Proactive in communication andappropriate selectionof audience according to topic.

Highly organized and capable of tracking a variety of tasks to closure.

Good timemanagement principles and effective in prioritizing workloads.

Works collaboratively with other teams and builds positive working relationships

Able to learn quickly and apply common sense to new situations, but understand when it isappropriate toengage others for advice

Open and transparent style and approach when working with others

Places a significant level of importance on personal & team development and understanding then improving upon weakness

Accepting of feedback from managers, peers, and clientsin regards towork performance

Utilizes a goal-oriented approach, which drives self-improvement bothpersonally,professionally and drives the teams.

Takes the initiative to work on tasks outside of his or her immediate scope ofresponsibility, andencourages others to do so.

Minimum overall experience of 15 years

• Minimum of 10 years ' experience in Information Security
• Minimum of 4 years ' experience in running a Security Operations Center for a large organization. Preferable experience in running Security Operations Center providing services to Multiple customers.
• Minimum experience in managing a teamof 100+ team-members.
• Required (atleastone )CISSP, CISA, CISM,
• Required (atleasttwo) OEM certifications.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.