ICE Consulting - Managed IT for Life Sciences

**So here is the Job:** This position will be located at our corporate offices in Lahore, Pakistan the Client Success Manager is responsible for working with our customer to understand the customer’s IT needs and building a strong relationship with the customer. The role requires the ability to pull detailed data, analyze it, and provide recommendations based on their understanding of the processes, people and/or system(s) they are working with. You will identify problematic areas and help implement strategic solutions. Work with ICE internal engineering teams to ensure that the customer’s IT infrastructure is secured and running based on customer’s organizational policies. You are the customer’s point of contact for everything regarding your customer, including all support services (desktop, network, and systems). Your professional disposition is always positive and you champion client success at all levels of the organization. Your job scope will fluctuate based on the customer’s business needs.

• Developing and implementing SIEM solution internally and as well for clients and/or candidates who have strong experience in assessing and implementing SIEM and other operational tools and processes for a Security Operations Centre (SOC) • Develop content for a complex and growing SIEM infrastructure. This includes use cases, dashboards, active channels, reports, rules, filters, trends and active lab sessions. • Use SIEM in the daily operational work which includes but not limited to Administer, operate, manage SIEM platform and regular activities of ensuring the health of log sources, parsers, alerts, reports etc. and enduring that the platform is operating as planned. • Monitor SIEM and other event sources, assess, prioritize, escalate and manage security alerts. • Perform analysis of security, network database and application logs, correlate events and activities to create threat scenarios in order to get ahead of threat actors and reduce the exposure. • Lead the imminent threat/zero-day response function across the environment. • Translate threat intelligence into actionable security across tools such as firewall, IPS and malware detection across multiple security vendor platforms. • Track and resolve security incidents on regular frequencies and collaborate with other teams for resolution and suggest areas for improvement. • Must have some experience building custom connectors/parsers etc. to point devices or IT assets that are not supported out of the box. • Own and operate most important security solutions designed to protect the company from cyber threats and attacks. • Lead in deploying new solutions and technologies to improve the security posture of the company. • Continuous fine-tuning of our security solutions to reduce the occurrence of false positive and false negative alerts. • Working knowledge and experience with the MITRE framework for cyber adversary tactics and techniques Must have working knowledge of any SIEM solution like QRadar, Sentinel, Splunk, Logrythm or Open Source SIEM (Wazuh, ELK)

• Perform Active Directory penetration testing to identify privilege escalation paths, insecure configurations, and potential lateral movement opportunities. • Conduct internal and external network penetration tests to identify vulnerabilities and weaknesses within the enterprise infrastructure. • Perform web application penetration testing, including authentication testing, input validation, session management, and business logic testing. • Identify and analyze security misconfigurations across systems, services, and network infrastructure. • Conduct security audits and configuration reviews to identify gaps against security best practices and industry standards. • Perform risk assessments by evaluating vulnerabilities, misconfigurations, and their potential business impact. • Document security findings, misconfigurations, and vulnerabilities with clear risk ratings and remediation guidance. • Participate in purple team engagements by simulating attacker techniques and helping SOC teams improve detection and response capabilities. • Support threat simulation exercises based on real-world attack techniques and frameworks such as MITRE ATT&CK. • Work closely with SOC and defensive teams to improve alerting, monitoring, and threat detection use cases. • Assist in validating remediation efforts by performing retesting and verification of fixes. • Prepare technical and executive-level reports summarizing findings, risks, and recommended mitigation strategies.

• Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction. • Coordinate with onsite, systems, and network teams to deliver seamless client support. • Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication. • Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives. • Collaborate with Project Managers to review and refine all client communications before release. • Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers. • Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution. • Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards. • Provide coaching, mentoring, and training to develop team members’ technical and customer service skills. • Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans. • Manage secure and efficient client offboarding processes with proper documentation and asset recovery. • Partner with engineering and project teams to ensure seamless transitions and client satisfaction. • Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.). • Ensure internal processes and communication align with industry standards and regulatory expectations. • Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality. • Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas. • Enforce consistent use of templates, documentation standards, and internal knowledge base updates. • Apply ITIL best practices across incident, request, change, and problem management processes. • Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.