Assistant General Manager Customer Success Cybersecurity (Contract)

ABOUT THE JOB

This role demands the post-holder to build and maintain strong rapport with the customers especially with customers’ management stakeholders; in order to ensure the delivery of cybersecurity services subscribed meeting (and exceeding) customer expectations; which paths ways for a stronger business relationship to support revenue retention and helping the organization to explore business opportunities for upselling purposes. Besides that the post-holder must have capability to identifies, manages, measures and reports on the customer’s IT and Cybersecurity services, and compliance requirements through the provision of a complete end-to-end framework and program OD standards, processes and tools.

KEY RESPONSIBILITIES

1. Customer Relationship Management and Support: Build a relationship with each client customer based on trust and integrity, be a primary point of contact for customer inquiries and requests, lead annual customer service review, streamline client mgmt. processes. Understand clients’ business objectives and develop a deep understanding of their technical requirement.
2. Technical Expertise : Stay informed and updated about cybersecurity trends threats and solutions and ability to provide guidance to clients on security best practices and risk mitigation.
3. Metrics and Reporting: Provision of Reports providing assurance of security services, incidents, processes and protections, including monthly compliance and services reports, quarterly strategic security briefings, and annual security maturity reports.
4. Compliance Management: The analysis, ad-vice, notification, facilitation, education, discussion, and management of security risk and compliance failures and their resolution and remediation.
5. Audit Support: Coordinate audit plans, discuss and review findings, and manage re-mediation plans.
6. Vulnerability Management: Facilitation of vulnerability remediation and patching.
7. Incident Management: Advice and facilitation of resolution of security related events, including consulting involvement in security related incident management.
8. Security Services Oversight: Management oversight of the delivery of security services to the customer for that Account to ensure the services are delivered to the purpose for which they were purchased. Lead new customer on boarding activities.
9. Service Reviews: Review and approval of solutions provided to the customer to ensure security has been effectively included into that solution as part of the SDLC process, chair regular client meetings, collect action items, and follow up as needed.
10. Strategic Operational Expertise: Collaborate with cross-functional teams to drive customer success in identification, advice and facilitation of security posture gaps and industry sector relevant advice on risk and compliance. Ability to identify opportunities for upselling or cross-selling cybersecurity services.

CANDIDATE MUST HAVE

• Bachelor’s Degree in Computer Science, IT/ Software Engineering, Information Security and Assurance, Network Security, Information Technology Management.
• Professional cybersecurity certifications would be preferred (CISSP, CISM, CISA, CCNP, CCNA Security, CEH, ISC2, CompTIA Security+, GSEC, GDSA, ITIL).

WE VALUE

• Minimum 8 years in cybersecurity domain.
• Facilitation of Incident Management in context of client's industry and even the complexity of the cybersecurity architecture.
• Experience in building and maintaining relationship with customer senior stakeholder leveraging on technical foundation across different industries vertical.

LOCATION

TM Annexe 2, Telekom Malaysia Berhad, Jalan Pantai Baharu, Kuala Lumpur.