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