Security Architect
Project Role Description : Define the cloud security framework and architecture, ensuring it meets the business requirements and performance goals. Document the implementation of the cloud security controls and transition to cloud security-managed operations.
Must have skills : Identity Access Management (IAM)
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are seeking a dedicated and detail-oriented Service Delivery Manager to join our Identity and Access Management (IAM) team, supporting a major US-based client. The role focuses on operational activities with additional responsibilities around team management and client management. This is a hands-on operational role requiring support in a 24x7 environment, following a rotational shift model. Roles & Responsibilities: 1. Service Management & SLA Compliance -This is the core of the role, focused on ensuring the applications are running smoothly and meeting the agreed-upon service levels. -SLA Management: Define, document, negotiate, and agree upon Service Level Agreements (SLAs) with the client for each application. -Performance Monitoring: Continuously monitor application performance, availability, and reliability against the defined SLA metrics (e.g., uptime, response time, resolution time). -Incident Management: Oversee the entire lifecycle of incidents (service disruptions, bugs). This includes ensuring prompt logging, accurate prioritization, and effective communication to stakeholders. -Major Incident Leadership: Act as the primary point of command and coordination during high-priority (P1/P2) incidents, ensuring rapid response, mobilizing resolution teams, and managing stakeholder communication. -Problem Management: Go beyond just fixing incidents by driving root cause analysis (RCA) to identify and eliminate recurring issues and prevent future disruptions. -Change Management: Review and approve changes to the application environments, assessing risk and ensuring that deployments do not negatively impact service stability. -Service Request Fulfillment: Ensure that standard service requests from users (e.g., access requests, minor configurations) are fulfilled efficiently and within agreed timelines. -Documentation: Maintain SOPs, documentation, and runbooks for supported applications. Review the documentation periodically for changes and get it reviewed from client SME. 2. Client Management & Communication -This area focuses on maintaining a strong, transparent, and positive relationship with the business client. -Primary Point of Contact: Act as the main liaison between the client's business stakeholders and the technical support team. -Client Escalation Handling: Serve as the first point of escalation for the client for any service-related issues, concerns, or complaints, taking ownership until resolution. -Service Review Meetings: Prepare for and conduct regular service review meetings (weekly, monthly, quarterly) with client stakeholders. -Reporting: Develop and present comprehensive reports on service performance, including SLA achievement, incident trends, ongoing problems, and continuous improvement initiatives. -Building Relationships: Proactively build and maintain strong relationships with key business users and client leadership to foster trust and partnership. -Understanding Business Needs: Develop a deep understanding of the client's business processes and how the supported applications enable their objectives to provide context-aware support. 3. Team Management & Leadership -This involves managing the day-to-day operations and long-term development of the technical support team. -Roster Preparation & Shift Management: Create and manage team rosters and shift schedules to ensure 24/7 or business-hour coverage as required by the SLAs. -Leave Planning: Manage and approve team leave requests, ensuring adequate staffing levels are maintained at all times to avoid service degradation. -Technical Work Assignment: -Triage incoming tickets and assign them to team members based on their skills, current workload, and ticket priority. -Ensure a balanced distribution of work across the team. -Monitor ticket queues and reassign work as necessary to avoid SLA breaches. -Performance Management: Set clear goals and objectives for team members, conduct regular performance reviews, and provide constructive feedback. -Skill Development & Training: Identify skill gaps within the team and arrange for necessary training and development opportunities to enhance technical and service capabilities. -Mentoring & Coaching: Provide guidance, mentorship, and support to team members to foster their career growth and maintain high morale. -Resource Planning: Forecast future resource needs based on application complexity, ticket volumes, and upcoming projects. 4. Continuous Improvement & Strategy -Process Improvement: Continuously analyze existing support processes to identify inefficiencies and opportunities for improvement (e.g., implementing ITIL best practices). -Trend Analysis: Analyze incident and service request data to identify recurring themes, patterns, and areas for service improvement. -Automation Initiatives: Identify repetitive manual tasks and advocate for or lead automation initiatives to improve efficiency and reduce human error. -Knowledge Management: Champion the creation and maintenance of a robust knowledge base with standard operating procedures (SOPs), troubleshooting guides, and FAQs for both the support team and end-users. -Vendor Management: If third-party vendors are involved in the application support, manage these relationships to ensure they meet their contractual obligations. -Budget & Cost Management: Contribute to the management of the support budget, looking for ways to deliver services more cost-effectively without sacrificing quality. Professional & Technical Skills: -Strong hands-on experience with Microsoft Azure, Active Directory, data encryption, PKI, ADFS, Okta, Enterprise applications. -Experience in certificate lifecycle management for diverse enterprise environments. -Familiarity with Active Directory Certificate Services (ADCS). -Knowledge on DigiCert certificates and management. -Good understanding of SSL/TLS protocols and digital certificates troubleshooting. -Basic scripting skills (PowerShell preferred) for automation of routine tasks. -Ability to work in 24x7 rotational shifts and support global clients. -Strong communication and documentation skills. Additional Information: - The candidate should have minimum 12 years of experience in Identity Access Management (IAM). - This position is based at our Bengaluru office. - A 15 years full time education is required. - Microsoft certifications related to security or infrastructure. - Azure Security, AZ-305, SC-300 or SC-900 (optional, for IAM).
Bengaluru
Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.