Manager IT Support

Job Description

What you ll do

The SAS Information Security Office delivers a variety of Information Security (InfoSec) as well as Identity and Access Management (IAM) global services supporting both SAS staff and our customers.

This management level position has overall responsibility for the day-to-day performance and health of the Information Security Office operations team in Pune, India.

This team is a global delivery and support team that is tightly matrixed with the larger Information Security Office based out of SAS corporate headquarters in the United States.

This Manager position will lead the local SAS Pune team providing Tier 1 operational support for a variety of services provided by both the InfoSec and IAM teams, supporting both SAS staff and customers.

Initially, the team will be focused on providing critical IAM services in support of SAS Managed Application Services (MAS), which is in direct support of SAS customers and on the leading edge of supporting revenue generation.

Initial daily activities of the team will include, but are not limited to, creating new user accounts; processing account disablements; supporting on-going account management needs such as adding/removing entitlements, account resets, changes to attribute data, etc.; and management of role entitlements.

This Manager will also lead the team in areas of systems administration, monitoring, incident management, problem management, configuration and change management, and security management and monitoring.

Over time, the scope and responsibilities, as well as the team itself, will expand to cover additional aspects and scope for IAM and InfoSec services through partnership and close alignment with the Information Security Office leadership team in SAS HQ, and the SAS Pune team will provide 24x7 shift-work coverage to support the global nature of the business.

Hires and retains outstanding talent focused on customer delivery and support

Active member of the Information Security Office leadership team

Primary Responsibilities

Management and leadership for local SAS Pune Information Security Office team

Management and professional development of highly motivated analysts providing 24/7 support

Open and frequent communication on team dynamics and operational status

Ability to perform technical tasks assigned to the team

Research, analysis, and testing of new technologies

Development and implementation of standards

Acting as the primary contact for work streams and escalations

Working across team boundaries for collaborative issue resolution

What we re Looking For

Management experience leading operational and customer-facing service delivery teams

Experience with demonstrated success in delivering and supporting mission-critical systems and services

Demonstratable technical experience within a security subject area (operations, incident response, identity access management, vulnerability management, SIEM)

Experience with managing technical personnel, in service delivery teams that span multiple shifts

Ability to effectively communicate in English, both written and verbal

Essential Skills

Bachelors degree in Engineering, preferably in Computer Science, Computer Applications or a related discipline.

5 years of experience in managing and supporting enterprise systems

Proven ability to manage, track, and prioritize escalations and incidents to deliver services within stipulated SLAs

Proven ability to work across team boundaries

Ability to identify technical gaps/areas for improvement within application hosting and propose solutions

Troubleshoot software problems (installation / configuration / performance)

Proven organization and documentation skills

Nice to Have

ITIL certifications and/or experience

Scripting (Bash, Perl, Python, PowerShell etc.) experience

Knowledge of IAM and InfoSec concepts and tools (Active Directory, Okta, SailPoint, etc.)

Industry certifications or willingness to achieve them: CEH, Security , CISSP

Keyskills :
identity access managementmanaging technical personnelglobal deliveryglobal servicesactive directorycomputer scienceservice deliveryissue resolutionchange managementaccess managementoffice operationsaccount managementproblem managemententerpr