Manager – SLP & Security

Job Description

We are seeking a Manager - SLP & Security to join our organization in Kolkata, India. This role combines operational excellence with security leadership, requiring a professional who can drive service level performance while maintaining robust security protocols. The successful candidate will oversee both service delivery metrics and security compliance, ensuring organizational objectives are met with the highest standards of protection and efficiency.

• Develop, implement, and monitor Service Level Agreements (SLAs) to ensure consistent service delivery and performance standards across the organization
• Establish and maintain security policies, procedures, and protocols aligned with industry best practices and regulatory requirements
• Conduct regular performance reviews and analytics to identify trends, gaps, and opportunities for improvement in service delivery
• Manage security incidents and coordinate response procedures to minimize impact and ensure business continuity
• Lead and mentor security and operations teams, providing clear direction and fostering a culture of accountability and continuous improvement
• Perform risk assessments and vulnerability analyses to identify potential security threats and implement mitigation strategies
• Collaborate with cross-functional stakeholders to align security initiatives with business objectives and operational requirements
• Monitor and optimize security infrastructure, tools, and systems to ensure maximum effectiveness and efficiency
• Prepare comprehensive reports on SLA compliance, security metrics, and performance indicators for senior management
• Ensure compliance with relevant security frameworks, standards, and regulatory requirements applicable to the organization
• Investigate security breaches and performance failures, documenting findings and implementing corrective actions
• Manage budgets related to security tools, licenses, and operational resources

Qualifications

• Proven experience (5+ years) in service level management, security operations, or related management roles
• Strong knowledge of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Comprehensive understanding of security frameworks and standards (ISO 27001, NIST, CIS Controls)
• Demonstrated expertise in security protocols, access controls, and data protection practices
• Experience with incident management and business continuity planning
• Proficiency with monitoring and analytics tools, dashboards, and reporting platforms
• Strong analytical and problem-solving skills with the ability to make data-driven decisions
• Excellent leadership and team management capabilities
• Outstanding communication and stakeholder management skills
• Knowledge of regulatory compliance requirements (GDPR, data protection laws, industry-specific regulations)
• Experience with ITSM tools and ticketing systems
• Proficiency in risk assessment and mitigation strategies
• Preferred: Security certifications such as CISSP, CEH, Security+, or CISM
• Preferred: Experience with budget management and resource allocation
• Preferred: Background in IT operations or information security management

Additional Information

NA

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.