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