Deputy Manager-Operations

1. NAC Operations & Service Management - Manage day-to-day NAC operations and service availability across enterprise locations.

• Ensure continuous monitoring and health checks of NAC infrastructure.
• Manage endpoint authentication and authorization issues.
• Ensure smooth operation of 802.1X, MAB and other authentication mechanisms .
• Monitor and manage endpoint onboarding, profiling and access policies.
• Ensure timely resolution of NAC-related incidents and service requests.
• Review recurring incidents and drive permanent corrective actions.

2. Cisco ISE / NAC Platform Management - Manage enterprise NAC platforms such as Cisco Identity Services Engine (ISE) .

• Monitor ISE nodes, services, authentication requests and system health.
• Manage authentication policies, authorization policies and endpoint profiling.
• Coordinate certificate-related activities and authentication infrastructure.
• Troubleshoot RADIUS, TACACS+, 802.1X and MAB-related issues.
• Coordinate with Network, Security, AD, DNS, DHCP and other infrastructure teams for end-to-end issue resolution.
• Ensure appropriate access policies are implemented based on security requirements.

3. Security & Compliance - Ensure compliance with enterprise security policies and standards.

• Implement and monitor NAC policies for secure network access.
• Identify unauthorized or non-compliant devices and coordinate appropriate remediation.
• Support security audits and provide required operational evidence.
• Ensure periodic review of NAC policies, exceptions and privileged access.
• Maintain appropriate documentation, SOPs and security controls.

4. Incident & Problem Management - Own major NAC incidents and coordinate with relevant teams until closure.

• Ensure compliance with defined response and resolution SLAs .
• Perform RCA for repeated authentication and access-related incidents.
• Drive problem-management initiatives to reduce recurring issues.
• Maintain incident trends, ageing and service improvement dashboards.
• Escalate critical incidents to senior management with appropriate action plans.

5. Team & Manpower Management - Manage L1/L2/L3 NAC operations teams.

• Define roles, responsibilities, shift rosters and operational coverage.
• Monitor team performance and productivity.
• Conduct regular performance reviews and provide technical guidance.
• Plan manpower requirements based on operational workload and business requirements.
• Ensure backup resources are available to manage attrition and operational continuity.
• Identify skill gaps and arrange technical training/certification programs.

6. Vendor Management - Manage NAC technology vendors and service providers.

• Review vendor performance against contractual SLAs and KPIs.
• Conduct regular service-review meetings with vendors.
• Track pending issues, escalations, RCA and corrective actions.
• Validate vendor resource availability and technical competency.
• Support SLA/penalty calculations wherever applicable.

7. Change & Project Management - Review and approve NAC-related operational changes as per defined governance.

• Ensure proper impact assessment, testing and rollback plans.
• Coordinate NAC upgrades, migration, integration and technology-refresh activities.
• Ensure successful UAT and operational handover for new NAC implementations.
• Maintain change records and implementation documentation.

8. Reporting & Governance - Prepare daily/weekly/monthly NAC operational dashboards.

• Track key metrics such as: - NAC availability - Authentication success/failure rate - Incident ageing - MTTR - Recurring incidents - Endpoint onboarding - Policy violations - SLA compliance - Security exceptions - Present operational performance and key risks to senior management.
• Maintain governance trackers, action items and escalation reports.

9. Automation & Service Improvement - Identify opportunities to automate repetitive NAC operational activities.

• Improve monitoring, reporting and incident-management processes.
• Implement automated dashboards and MIS reporting.
• Drive initiatives to reduce manual intervention and MTTR.
• Develop SOPs and knowledge repositories for recurring NAC issues.

Key Performance Indicators – KPIs KPI Key Measure NAC Availability Target uptime / SLA Authentication Success % successful authentication MTTR Mean time to resolve Incident Ageing 24/48/72-hour ageing SLA Compliance % SLA adherence Recurring Incidents Reduction month-on-month Security Compliance Policy compliance Endpoint Onboarding TAT and success rate Change Success Rate Successful changes without rollback Vendor Performance SLA/KPI compliance Automation Manual effort reduction Team Productivity Resolution & closure performance Required Technical Skills - Cisco ISE / NAC - 802.1X - RADIUS / TACACS+ - MAB - EAP / PEAP - Active Directory integration - Certificate / PKI fundamentals - Cisco Switching - LAN/WAN fundamentals - VLAN and network segmentation - DHCP / DNS - Network security concepts - Endpoint profiling - Authentication and authorization troubleshooting - ITIL / Incident / Problem / Change Management - ServiceNow / BMC or equivalent ITSM tools Leadership & Behavioral Skills - Strong team and people-management capability - Excellent stakeholder-management skills - Strong analytical and troubleshooting ability - Effective escalation and crisis-management skills - Vendor-management and negotiation skills - Good communication and presentation skills - Ability to work under high-pressure operational environments - Strong focus on SLA, security and service continuity