### Desired Profile
### Education
BE (Comp., Electronic, T&C preferred). OEM / Industry certification for
security technologies. Exception is OK for really good candidate with lot of
hands experience in team management at large customers.
**Technology - Security domain knowledge. Hands on experience in 1 / 2
security technologies (ex. Network, cloud security etc.). Breadth of knowledge
on cloud and physical infrastructure**
Experience: 6 – 10 years total exp. With minimum 3+ years hands-on in project
delivery, minimum 5 years team lead or manager. Exposure to large/complex
service project delivery. Participation in all critical corporate decision
making for service delivery and enhancement
Critical Success Factors
• SLA Management for all service projects
• Services / Delivery P&L management
• Leading all SaaS and MSS delivery worldwide
• Set and manage S.M.A.R.T. goals for teams around quality customer delivery
What I bring to the job
• Security domain knowledge – products or service delivery
• Hands on experience in Project Management / execution
• Client visits and face to face client management and interactions
• Team management experience (level 1 – Direct and level 2 – indirect)
• Security technology knowledge
• Large customer engagement / management
• Delivery process exposure (PMP etc)
Broad Role:
• Client Engagement and Management
• Setting team goals for delivery
• Team augmentation, skills management, development
• Performance Review and Management
• Revalidate and Implement processes for customer review, project management,
change management, incident management, escalation management etc.
• Conduct scheduled review with customer stakeholders on delivery value
creation
• Conduct regular internal team reviews
• Develop templates for automation of repeatable tasks
• Input of tools for service management and delivery measurement
Accountabilities:
• Client success and SLA delivery
• Lifetime customer value creation (rev & continuity)
• Skill development for employees
• Employee retention strategy
• Daily / weekly / monthly review, dashboards with customers through the team
/ direct
• Escalation Management
Broad Job role
• Independent charge of department affairs
• P&L ownership with budgets
• Tools and processes for success
• HR partners for talent, performance and skills management
• Advisor, consultant support for day to day management
• Direct reporting and directions from CEO
