Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management of vulnerability processes within the organization. This position is responsible for overseeing escalations, maintaining service quality, and driving initiatives that enhance operational efficiency and customer satisfaction, ultimately contributing to the organization's strategic objectives.

Key Responsibilities

1. Implement And Oversee Vulnerability Management Frameworks To Ensure Timely Identification, Assessment, And Remediation Of Vulnerabilities, Aligning With Industry Best Practices.
2. Ensure That All Escalations And Crisis Situations Are Addressed And Resolved In Accordance With Agreed Sla Norms, Providing Timely Updates And Communication To Stakeholders.
3. Monitor And Validate Operational Reports To Confirm Compliance With The Statement Of Work (Sow), Ensuring That All Services Are Delivered Effectively And Within The Defined Parameters.
4. Foster Positive Customer Relationships By Developing And Implementing Initiatives Aimed At Improving Customer Satisfaction, Including Feedback Mechanisms And Service Enhancements.
5. Drive The Execution Of The Profit Improvement Plan (Pip) By Leveraging Automation Tools And Self-Driven Initiatives To Optimize Operational Processes And Reduce Costs.

Skill Requirements

1. Proficient In Vulnerability Management Processes And Tools.
2. Strong Understanding Of Operational Metrics And Service Level Agreements.
3. Excellent Communication And Stakeholder Management Skills.
4. Familiarity With Automation Technologies And Frameworks For Process Improvement.
5. Ability To Analyze Data And Generate Actionable Insights For Operational Excellence.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Ethical Hacker (Ceh), Or Similar Credentials Related To Vulnerability Management And Cybersecurity