Associate Manager Technical Support

Experience: 6-9 Years

Job Function: IT Infrastructure / Security Operations / Vulnerability Management

Employment Type: Full-time

Department: Cloud & Infrastructure Operations

Job Summary

We are looking for an experienced and proactive Associate Manager - Technical Support to join our Vulnerability Remediation team. The role involves coordinating and driving the remediation of security vulnerabilities across Windows servers, cloud infrastructure, and enterprise applications.

The ideal candidate should have a strong understanding of Windows operating systems, security patching, vulnerability management, and cloud computing fundamentals. The candidate will work closely with Security, Infrastructure, Application, and Cloud teams to prioritize vulnerabilities, coordinate remediation activities, track compliance, resolve technical blockers, and ensure remediation is completed within defined security SLAs.

The role requires a hands-on technical professional with strong analytical, troubleshooting, coordination, and stakeholder management skills.

Key Responsibilities

• Drive end-to-end vulnerability remediation activities across Windows Server environments and cloud infrastructure.
• Review vulnerability reports from security scanning tools and identify affected servers, applications, operating systems, and software components.
• Analyze vulnerabilities based on severity, criticality, exploitability, business impact, and remediation timelines.
• Coordinate Windows security patching, operating system updates, and third-party software remediation activities.
• Work with infrastructure, cloud, application, database, and security teams to plan and execute remediation within approved maintenance windows.
• Track remediation progress against defined SLAs and security compliance targets, ensuring timely closure of critical and high-severity vulnerabilities.
• Investigate patch installation failures, missing updates, failed remediations, and recurring vulnerabilities; coordinate root cause analysis and corrective actions.
• Validate remediation through patch compliance checks, vulnerability rescans, server health checks, and post-remediation verification.
• Maintain accurate vulnerability inventories, remediation trackers, exception records, and management reports.
• Identify remediation blockers, dependencies, and risks, and escalate issues to the appropriate technical teams and leadership.
• Support change management processes, including change requests, implementation plans, validation, and rollback procedures.
• Develop operational dashboards, reports, and metrics to track remediation progress, SLA adherence, overdue vulnerabilities, and compliance trends.
• Identify opportunities to improve remediation efficiency through scripting, automation, and process standardization.
• Ensure operational procedures, evidence, and remediation records are maintained to support security governance and audits.
• Provide technical guidance to team members and coordinate day-to-day remediation priorities.

Required Skills and Qualifications

• 6-9 years of experience in IT infrastructure, Windows system administration, security operations, patch management, or vulnerability remediation.
• Strong understanding of Windows operating systems and Windows Server administration.
• Good knowledge of Windows security updates, cumulative updates, monthly patch cycles, and patch deployment processes.
• Understanding of vulnerability management concepts, including CVEs, vulnerability severity ratings, remediation SLAs, and security compliance.
• Familiarity with Microsoft Azure and cloud computing fundamentals, including Azure Virtual Machines.
• Experience analyzing technical issues, troubleshooting patch failures, and coordinating remediation across multiple teams.
• Understanding of server maintenance windows, change management, pre- and post-patching validation, and rollback planning.
• Working knowledge of networking fundamentals, Active Directory, Group Policy, and Windows services.
• Experience preparing operational reports, tracking KPIs, and presenting remediation status to stakeholders.
• Strong communication, analytical, organizational, and problem-solving skills.
• Ability to manage multiple remediation activities, prioritize competing demands, and drive issues through to closure.

Preferred Skills

• Experience with vulnerability scanning and security platforms such as CrowdStrike, Qualys, Rapid7, or Microsoft Defender Vulnerability Management.
• Exposure to patch management tools such as Automox, Microsoft Configuration Manager (SCCM), Intune, or Azure Update Manager.
• Familiarity with ServiceNow for incident, problem, and change management.
• Basic to intermediate PowerShell scripting for automation, reporting, and validation.
• Understanding of vulnerability prioritization frameworks and threat intelligence, including CVE, CVSS, CISA Known Exploited Vulnerabilities (KEV), and exploitability indicators.
• Experience with Microsoft security advisories and monthly Patch Tuesday updates.
• Exposure to Power BI or similar reporting tools.
• Familiarity with ITIL processes and enterprise IT service management practices.

Key Competencies

• Strong ownership and accountability for remediation outcomes.
• Ability to coordinate effectively across Security, Infrastructure, Cloud, and Application teams.
• Structured problem-solving and root cause analysis.
• Ability to communicate technical risks and remediation progress clearly to management.
• Focus on security compliance, operational efficiency, and continuous improvement.
• Ability to work in a fast-paced enterprise IT environment.

Success Metrics

• Timely remediation of critical and high-severity vulnerabilities within defined SLAs.
• Improvement in overall vulnerability remediation and patch compliance.
• Reduction in overdue vulnerabilities and recurring remediation failures.
• Accurate reporting of remediation progress, risks, exceptions, and blockers.
• Successful completion of remediation activities with minimal operational disruption.
• Improved efficiency through automation and process optimization.

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. Relevant industry certifications in Microsoft Azure, Windows administration, cybersecurity, or IT service management are an advantage.