Job Title:  Deputy Manager | Security Information and Event Management (SIEM) | Mumbai | Cyber Defense & Resilie

Role Overview

The Service Delivery manager will be responsible for managing day-to-day operations, service governance, and client engagement for multiple SOC customers under the MSSP portfolio. The role involves ensuring SLA adherence, effective stakeholder communication, and alignment of delivery outcomes with contractual and compliance requirements.

Key Responsibilities

1. Service Delivery & Operations Management

• Oversee SOC operations delivery for assigned customer accounts.
• Track and manage SLA performance (MTTD, MTTR, MTTN, Availability, etc.).
• Conduct daily operational reviews and weekly service health checks.
• Coordinate incident lifecycle across L1–L3 teams, engineering, and SOAR operations.
• Drive service stability and process improvements.

2. Client & Stakeholder Management

• Act as the primary point of contact for client delivery escalations and updates.
• Conduct weekly/monthly governance calls with clients and internal leadership.
• Prepare and present SLA dashboards, incident summaries, and RCA reports.
• Capture evolving client requirements and align delivery scope accordingly.

3. Process Governance & Reporting

• Ensure process adherence to ITIL and MSSP governance models.
• Maintain up-to-date operational documentation (SOPs, trackers, audit logs, DR drill evidence).
• Coordinate with compliance teams for ISO 27001, SOC 2, and BCMS audit support.
• Monitor team workloads, shift adherence, and capacity planning.

4. Continuous Improvement & Automation

• Work with SIEM/SOAR engineering teams to identify automation and tuning opportunities.
• Drive service optimization initiatives and operational efficiency improvements.
• Review recurring incidents and propose corrective/preventive actions (CAPA).
• Support onboarding and transition of new client environments.

5. Team Leadership & Collaboration

• Supervise and mentor SOC analysts across shifts.
• Support skill enhancement, cross-training, and performance reviews.
• Collaborate closely with Threat Intel, Compliance, and Engineering leads for integrated service delivery.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Security, or related field.
• 7–8 years of overall experience in cybersecurity / MSSP delivery.
• Hands-on understanding of SIEM/SOAR tools (QRadar, XSIAM, Splunk, Cortex XSOAR, etc.).
• ITIL v4 Foundation certification (mandatory).
• Excellent client communication, governance reporting, and documentation skills.
• Working knowledge of ServiceNow or other ITSM platforms.
• Strong understanding of compliance requirements (ISO 27001, SOC 2, RBI/CERT-In guidelines).

Key Performance Indicators (KPIs)

• SLA / OLA adherence (MTTA, MTTR, MTTN).
• Quality and timeliness of reporting and RCA submissions.
• Customer satisfaction (CSAT).
• Audit compliance and documentation readiness.
• Operational efficiency and analyst productivity metrics.