Deputy General Manager Operations

Job Description

We are seeking a dynamic and experienced Head of Multiple Security Operations Centers to lead and manage security operations across multiple SOCs. This role requires a strategic leader with deep expertise in cybersecurity operations, team management, customer engagement, and service delivery. The ideal candidate will be responsible for driving operational excellence, governing SLAs, optimizing revenue streams, and ensuring high customer satisfaction while maintaining a strong security posture.

Key Responsibilities:

1. Strategic Leadership & Operations Management

Oversee and manage multiple SOCs, ensuring 24x7 operations, efficiency, and resilience.

Develop and execute security strategies to enhance SOC capabilities and effectiveness.

Define and implement standard operating procedures (SOPs) and best practices across all SOCs.

Align SOC operations with business objectives, regulatory requirements, and industry best practices.

Drive continuous improvement in threat detection, incident response, and operational processes.

2. Team Management & Leadership

Build, mentor, and lead high-performing SOC teams across multiple locations.

Establish structured training programs to enhance analysts' skills in threat analysis, forensics, and incident response.

Foster a culture of collaboration, accountability, and continuous learning within SOC teams.

Ensure proper workload distribution, resource allocation, and performance tracking.

Minimize resource penalty by forecasting resource requirements for each account.

3. Customer Handling & Relationship Management

Act as the primary point of contact for key customers, ensuring high levels of satisfaction and engagement.

Help get CSAT score and positive review for TCL

Manage customer escalations effectively and ensure timely resolution of security concerns.

Conduct regular customer meetings, security briefings, and reporting to build trust and transparency.

Work closely with account management and sales teams to align SOC services with customer needs.

4. SLA Governance & Compliance

Define, monitor, and ensure adherence to SLAs for all SOC operations as per RFP.

Implement robust processes to meet and exceed KPI targets for threat detection, response times, and resolution.

Validate and submit monthly/quarterly/half yearly SLA and ensure timely payment from customer

5. Revenue & Business Growth

Identify opportunities to optimize SOC revenue through service enhancements and upselling.

Collaborate with business leaders to develop new security service offerings.

Ensure cost-efficient SOC operations while maintaining high service quality.

Support the sales and pre-sales teams in customer engagements, RFPs, and proposal development.

6. Threat Management & Incident Response

Lead proactive threat-hunting, intelligence-sharing, and security monitoring efforts.

Establish and maintain a robust incident response framework for rapid threat detection and mitigation.

Collaborate with internal and external stakeholders to strengthen threat intelligence capabilities.

Ensure minimal business impact by streamlining response and recovery processes.

7. Stakeholder & Executive Reporting

Provide regular reports and insights to senior leadership on SOC performance, threats, and risk posture.

Act as the key security advisor to C-level executives, clients, and internal stakeholders.

Collaborate with IT, network, and business teams to align security strategies with organizational goals.

Qualifications & Experience:

Must-Have:

Education: Bachelor s or Master s degree.

Experience: 15+ years in Cloud and cybersecurity, with at least 5 years leading large teams in CCSS Domain.

Good to have Technical Skills and Certifications:

Expertise in SIEM, SOAR, EDR, and other security monitoring tools.

Certifications: CISSP, CISM, CISA, CEH, or equivalent preferred.

Strong understanding of cyber threat intelligence, malware analysis, and digital forensics.

Soft Skills:

Strong leadership, People management skills, decision-making, and problem-solving abilities.

Excellent verbal and written communication and interpersonal skills for managing both internal teams and external customers.

Ability to handle high-pressure situations and make critical security decisions.

Experience in stakeholder management and executive reporting.