Title – Track Lead - Service Security
Band – C1
Location : Bengaluru [Kodathi]
Work Model - 5 Days WFO
Shift Timing – Night Shift [8pm to 5am]
- The ideal candidate will have a strong background in
- Identity & Access Management (IAM), Id
- Public Key Infrastructure (PKI)
- Key Management & Encryption
- Digital Certificates (TLS/SSL)
- This role requires a proactive leader who can manage a team, oversee security operations, and ensure compliance with industry standard.
- Understanding of CMP, LDAP, SCEP, EST, Radius, MDM, TLS Protocols.
- Understanding of network flows along with an ability to read Wireshark are a plus
- Good English communication skills (Speaking, writing and comprehension)
Roles & Responsibilities:
> Monitor agents for compliance with established processes, policies and guidelines
>> Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results
>> Analyze information and utilize to build recommendations to reduce errors and improve process performance
>> Create and maintain tracking reports in relation to performance
>> Monitor Site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, Staff Utilization
>> Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
>> Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc.
>> Analyze information and utilize to build recommendations to reduce errors and improve process performance
>> Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting
Qualifications:
Graduate/ Technical Diploma
Enterprise Tech Support- Level 2