Manager - SLP & Security

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.

Responsibilities:

• 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