NetConnect - Customer Service Manager - IT Security Domain

Job Title: IT Customer Service Manager / Security Customer Service Manager

Job Purpose:

A technical, customer focused position having overall lead responsibility for Quality of Service and Customer Satisfaction for all implemented Managed Security Services for a large Multinational Customer.

Key Tasks and Responsibilities:

- Responsible for presenting technical reports on security services, working in conjunction with Tech Pro & SOC teams

- Provide security support and own major customer security change management requirements

- Manage End-to-End testing of security implemented services with the Customer and internal entities.

- Effective liaison with customer and working in conjunction with operations, engineering, Project, Service & Account team staff is required.

- Properly document all security service designs in conjunction with Tech Pro and make them available to Operational entities.

- To analyse the operation of customer security services and to report on quality of service, to submit and manage correction or improvement plans as and when necessary based on information provided by operational teams.

- Account for compliance with Security Service Levels Agreements (SLA) to the customer

- Responsible to establish Security Risk assessments, Capacity Planning & Policy Optimisation Sessions with the Customer and Account team, as required.

- To be involved in Technical Customer & Partner meetings for Security services in conjunction with Service & Account Team staff regularly.

- To manage failures and planned maintenance for security services in order to minimize the impact on operational services on customers.

- To monitor and evaluate usage & management services by production of reports documenting the security service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and conducting trends analysis.

Job Contacts : Internal - Service desks, SOC, Operations Teams, Sales & Marketing, Project Management, Consultants, Engineering Groups & Regional & Global offices as required. - External - Customer, Partners & Vendors.

Job Dimensions:

- Incumbent must have in depth technical knowledge of Managed Security services, it would be advantageous to have experience in the following services / technologies, on the following, or equivalent platforms,

- Security Event Monitoring Systems such as ArcSight

- Juniper Firewalls, configuration & management systems

- Palo Alto Next Gen Firewalls, configuration & management systems

- Cisco LAN technology, VLAN, NAT & TCP/IP principles

- Appliances, BigIP F5, Bluecoat Proxies, Palo Alto Next Gen Firewall - IDP & SSL termination appliances

- And supporting software applications such as Websense URL Filtering, Checkpoint CLM's & Loggers, Bluecoat Reporter, Checkpoint Provider One, Juniper NSM etc.

- Incumbent must be capable of providing technical consultancy services to account teams and large multi-site customers.

- Incumbent must be proactive and provide seasoned advice for both short and long term implications on security solution related issues.

- Incumbent must be able to perform high level presentations both internally & externally

- Overall leadership of the Security Service evolution in conjunction with the Account Team and the assigned Life Cycle Manager.

Candidate Profile:

- Possess a confident and professional image to successfully interface with all aspects of the business both internal & external.

- Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations.

- Strong communication, negotiation, presentation, organization, time management skills.

- Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of security based products to address requirements.

- Experience in developing and implementing customer security solutions outside of normal product sets and assessing ability to deliver and cost implications.

- Background in supporting security services in a technical capacity (3-5 years experience)

Skills / Qualifications:

- Ideally 6-8 years of work experience in customer-facing organisations within IT security industry

- Strong communicative and analytical skills are essential. Language skills in English essential and a second language would be an asset.

- Degree level or equivalent (Business or Science Degree) in Engineering / IT.

- ITIL Service Management. Foundation Ver. 3 desirable.

- Ability to deal effectively with all types of users.

- Well organised with the ability to work under pressure with minimal supervision.

- Customer Service, Security and Project Management Experience.

- Trained, certified or experienced in technical design.