Senior Cyber Security Operations Team Lead

6 days ago

Melbourne, Victoria, Australia Ntt Full time

Make a difference with NTT DATA
Ntt is renowned for our technical excellence, leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion, where you can grow, belong, and thrive.

Your role at NTT DATA

The Senior Team Lead, Cyber Security Operations, is a developing subject matter expert, responsible for operating within a region or services function and is accountable for service delivery at the highest level, ensuring client satisfaction and the successful continuance of business operations.

This role ensures managed security services are provided to all clients, ensuring their IT infrastructure and systems remain operational.

The primary objective of this role is to ensure contracted managed security services outcomes are delivered to the client and assists with the planning, building, and supporting of delivering managed services to meet business objectives.

Key Responsibilities:

  • Monitor work queues and provide support to clients where the ticket is highly technical or sophisticated in nature.
  • Work independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
  • Provide support to all escalated incidents.
  • Share knowledge to resolve issues, document them, and push the knowledge down to other engineers.
  • Act as emergency support contact as needed, for critical client and business-impacting issues.
  • Ensure the shift handover process highlights any key escalated open tickets to be focused on, along with a handover of upcoming operation critical tasks to be carried out in the next shift.
  • Timely escalate all tickets to management with ensuing updates, where applicable.
  • Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
  • Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
  • Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
  • Coach teams within remit by offering technical expertise and pushing work down to other engineering teams.
  • Perform quality audits, covering process, service experience, ticket updates as required.
  • Drive service delivery to clients and apply standardized service management service operations (SMSO) to deliver managed services.
  • Provide operational support and continuous service improvement post-client handover from Technical Services (or other) teams.
  • Implement training and development initiatives for direct reports.
  • Engage with clients for technical operations as part of routine operations.
  • Constantly measure and analyze team delivery capabilities.
  • Provide leadership and support to the Security Engineering team in Melbourne/Sydney.
  • Manage the resourcing requirements of a 24x7 on-call security operation team, including but not limited to, shift hand-over, operational guidance, ad hoc support requests, and escalation.
  • Be available to provide 'out of business hours' support via roster or situations such as Major Incidents.
  • Continually evaluate and improve work processes, systems, and practices within the team.
  • Monitor and develop the team's high standard of technical and professional skills, including working to further develop the team's level of ITIL Compliance, SLA Performance, and Client Satisfaction.
  • Ensure each team member has a Career Development Plan and that staff performance management reviews are completed in line with Ntt's policy.
  • Assist with recruitment of permanent and contract staff.

Knowledge and Attributes:

  • Good organizational and team management skills.
  • Good communication skills, both verbal and written, coupled with an excellent ability to collaborate with internal stakeholders and external clients.
  • Seasoned understanding of budgets and cost management.
  • Good time management, prioritization, and delegation abilities.
  • Good focus on client centricity.
  • Highly focused on business outcomes.
  • Ability to guide the team through transformational objectives set out by the business.
  • Ability to work across different cultures and social groups.
  • Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent degree in Information Technology or Computing or related field.
  • ITIL certification is desirable.

Required Experience:

  • Solid experience in coaching and mentoring engineering teams gained within an information security technology services organization.
  • Solid demonstrated Cyber Security operations experience implementing continual service improvement initiatives through automation, process enhancements.
  • Solid demonstrated experience in organizational change management (transformational experience).
  • Solid demonstrated experience in domain towers such as Cyber Security, Network, Collaboration/Customer Experience, Cloud, Security, Data Center.

About NTT DATA
Ntt is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. Ntt is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
Ntt is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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