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Senior Cyber Security Operations Team Lead
2 months ago
We are seeking a highly skilled Senior Cyber Security Operations Team Lead to join our team at NTT DATA. As a key member of our operations team, you will be responsible for leading the delivery of managed security services to our clients, ensuring their IT infrastructure and systems remain operational.
Key Responsibilities:
- Monitor and manage work queues, providing support to clients for highly technical or sophisticated issues.
- Work independently to resolve escalated incidents and requests in a timely manner, adhering to agreed SLAs.
- Provide support for all escalated incidents and share knowledge to resolve issues, document them, and push knowledge down to other engineers.
- Act as an emergency support contact for critical client and business-impacting issues.
- Ensure shift handover processes highlight key escalated open tickets and upcoming operation critical tasks.
- Timely escalate tickets to management with updates, where applicable.
- Identify and implement effort optimization and automation of routine tasks.
- Apply technical knowledge to analyze and use highly technical troubleshooting tools and content.
- 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, and ticket updates.
- 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.
- Implement training and development initiatives for direct reports.
- Engage with clients for technical operations as part of routine operations.
- Measure and analyze team delivery capabilities.
- Provide leadership and support to the Security Engineering team.
- Manage resourcing requirements for a 24x7 on-call security operation team.
- Be available for out-of-business-hours support via roster or situations like Major Incidents.
- Evaluate and improve work processes, systems, and practices within the team.
- Monitor and develop the team's high standard of technical and professional skills.
- Ensure each team member has a Career Development Plan and completes performance management reviews.
- Assist with recruitment of permanent and contract staff.
Requirements:
- Good organizational and team management skills.
- Good communication skills – both verbal and written, with 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 team(s) 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 DATA 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 DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA 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.
