Security Architect

Project Role :Security Architect

Project Role Description :Define the cloud security framework and architecture, ensuring it meets the business requirements and performance goals. Document the implementation of the cloud security controls and transition to cloud security-managed operations.
Must have skills :Identity Access Management (IAM)

Good to have skills :NAMinimum
12 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:We are seeking a dedicated and detail-oriented Service Delivery Manager to join our Identity and Access Management (IAM) team, supporting a major US-based client. The role focuses on operational activities with additional responsibilities around team management and client management. This is a hands-on operational role requiring support in a 24x7 environment, following a rotational shift model.
Roles & Responsibilities:1. Service Management & SLA Compliance-This is the core of the role, focused on ensuring the applications are running smoothly and meeting the agreed-upon service levels.-SLA Management:Define, document, negotiate, and agree upon Service Level Agreements (SLAs) with the client for each application.-Performance Monitoring:Continuously monitor application performance, availability, and reliability against the defined SLA metrics (e.g., uptime, response time, resolution time).-Incident Management:Oversee the entire lifecycle of incidents (service disruptions, bugs). This includes ensuring prompt logging, accurate prioritization, and effective communication to stakeholders.-Major Incident Leadership:Act as the primary point of command and coordination during high-priority (P1/P2) incidents, ensuring rapid response, mobilizing resolution teams, and managing stakeholder communication.-Problem Management:Go beyond just fixing incidents by driving root cause analysis (RCA) to identify and eliminate recurring issues and prevent future disruptions.-Change Management:Review and approve changes to the application environments, assessing risk and ensuring that deployments do not negatively impact service stability.-Service Request Fulfillment:Ensure that standard service requests from users (e.g., access requests, minor configurations) are fulfilled efficiently and within agreed timelines.-Documentation:Maintain SOPs, documentation, and runbooks for supported applications. Review the documentation periodically for changes and get it reviewed from client SME.2. Client Management & Communication-This area focuses on maintaining a strong, transparent, and positive relationship with the business client.-Primary Point of Contact:Act as the main liaison between the client's business stakeholders and the technical support team.-Client Escalation Handling:Serve as the first point of escalation for the client for any service-related issues, concerns, or complaints, taking ownership until resolution.-Service Review Meetings:Prepare for and conduct regular service review meetings (weekly, monthly, quarterly) with client stakeholders.-Reporting:Develop and present comprehensive reports on service performance, including SLA achievement, incident trends, ongoing problems, and continuous improvement initiatives.-Building Relationships:Proactively build and maintain strong relationships with key business users and client leadership to foster trust and partnership.-Understanding Business Needs:Develop a deep understanding of the client's business processes and how the supported applications enable their objectives to provide context-aware support.3. Team Management & Leadership-This involves managing the day-to-day operations and long-term development of the technical support team.-Roster Preparation & Shift Management:Create and manage team rosters and shift schedules to ensure 24/7 or business-hour coverage as required by the SLAs.-Leave Planning:Manage and approve team leave requests, ensuring adequate staffing levels are maintained at all times to avoid service degradation.-Technical Work Assignment:-Triage incoming tickets and assign them to team members based on their skills, current workload, and ticket priority.-Ensure a balanced distribution of work across the team.-Monitor ticket queues and reassign work as necessary to avoid SLA breaches.-Performance Management:Set clear goals and objectives for team members, conduct regular performance reviews, and provide constructive feedback.-Skill Development & Training:Identify skill gaps within the team and arrange for necessary training and development opportunities to enhance technical and service capabilities.-Mentoring & Coaching:Provide guidance, mentorship, and support to team members to foster their career growth and maintain high morale.-Resource Planning:Forecast future resource needs based on application complexity, ticket volumes, and upcoming projects.4. Continuous Improvement & Strategy-Process Improvement:Continuously analyze existing support processes to identify inefficiencies and opportunities for improvement (e.g., implementing ITIL best practices).-Trend Analysis:Analyze incident and service request data to identify recurring themes, patterns, and areas for service improvement.-Automation Initiatives:Identify repetitive manual tasks and advocate for or lead automation initiatives to improve efficiency and reduce human error.-Knowledge Management:Champion the creation and maintenance of a robust knowledge base with standard operating procedures (SOPs), troubleshooting guides, and FAQs for both the support team and end-users.-Vendor Management:If third-party vendors are involved in the application support, manage these relationships to ensure they meet their contractual obligations.-Budget & Cost Management:Contribute to the management of the support budget, looking for ways to deliver services more cost-effectively without sacrificing quality. Professional & Technical Skills:

-Strong hands-on experience with Microsoft Azure, Active Directory, data encryption, PKI, ADFS, Okta, Enterprise applications.-Experience in certificate lifecycle management for diverse enterprise environments.-Familiarity with Active Directory Certificate Services (ADCS).-Knowledge on DigiCert certificates and management.-Good understanding of SSL/TLS protocols and digital certificates troubleshooting.-Basic scripting skills (PowerShell preferred) for automation of routine tasks.-Ability to work in 24x7 rotational shifts and support global clients.-Strong communication and documentation skills.
Additional Information:- The candidate should have minimum 12 years of experience in Identity Access Management (IAM).- This position is based at our Bengaluru office.- A 15 years full time education is required.- Microsoft certifications related to security or infrastructure.- Azure Security, AZ-305, SC-300 or SC-900 (optional, for IAM). Qualification 
15 years full time education