Operations Manager

Position Summary

The Manager, Operations is accountable for the strategic and operational leadership of Security Operations, Product Support, Solutions Engineering, and Customer Success Management. This role is responsible for ensuring efficient service delivery, operational effectiveness, and high-quality customer outcomes. The Manager will partner closely with cross-functional teams to drive operational maturity, process optimisation, and organisational alignment with business objectives.

Job Description — Operations Manager

Exp - 15yrs, (5yrs in Sr Operational Leadership)

Job Location - Hyderabad

Employment Type: Full-Time

Please share your resume at [HIDDEN TEXT] and kindly register at www.netsachglobal.com and upload your resume.

Key Responsibilities Security Operations

Lead the end-to-end management of the 24/7 Security Operations Center (SOC),

ensuring operational continuity, incident response effectiveness, and compliance with established standards.

Monitor and report on SOC KPIs, SLAs, MTTR, and overall operational performance.

Establish and maintain incident management frameworks, escalation protocols, and communication guidelines.

Drive continuous improvement across SecOps through periodic assessments, audits, and readiness reviews.

Product Support

Direct the Product Support function to ensure timely and accurate resolution of customer-reported issues.

Oversee ticket management processes, knowledge-base development, RCA documentation, and proactive issue prevention initiatives.

Collaborate with Product and Engineering teams to align support priorities with product roadmap requirements.

Operational Leadership

Develop and implement operational strategies that support organizational goals and customer expectations.

Lead annual operational planning, budgeting, and resource allocation. Establish and refine operational processes, KPIs, and performance metrics across functions.

Ensure compliance with relevant regulatory and industry frameworks, including but not limited to ISO 27001, SOC 2, and SEBI CSCRF (where applicable).

People Leadership

Build and lead high-performing teams across assigned operational functions. Provide mentorship, coaching, and performance management to functional leaders and team members.

Foster a culture of accountability, transparency, collaboration, and continuous improvement.

Stakeholder Engagement

Act as the primary point of escalation for critical operational and customer- facing issues.

Maintain effective communication with internal and external stakeholders, including executive leadership and key customers.

Represent Operations in strategic discussions, reviews, and planning activities.

Required Qualifications

Bachelor's or Master's degree in Computer Science, Information Technology, or

a related discipline.

Minimum 15 years of relevant experience in IT/Technology, with at least 5 years in senior operational leadership roles.

Proven experience across Security Operations, Product Support, Solutions Engineering, and Customer Success.

Strong understanding of cybersecurity principles, incident management, and SecOps technologies.

Demonstrated experience with Agile practices, project/program management, and cross-functional execution.

Excellent verbal and written communication skills.

Preferred Qualifications

Professional certifications such as CSM, PMP, CISSP, CISM (or equivalent). Experience in a product-led or SaaS-based organization.

Familiarity with compliance frameworks and regulatory requirements.

Core Competencies

Strategic thinking and execution excellence Customer-first mindset

Strong analytical and problem-solving capabilities High integrity and ownership

Leadership and team development

Thank You

Emily Jha

[HIDDEN TEXT]

Netsach - A Cyber Security Company

www.netsachglobal.com