Job Summary:

Alert Logic, the industry’s first SaaS-enabled Managed Detection Response (MDR) provider, is seeking a Security Operations Lead to join our SOC. As Operations Lead, you will play an integral part in extending our customers team and delivering an outstanding customer experience to allow Alert Logic customers the freedom to conduct business safely. Reporting to the Operations Manager of the Security Operations team, the Operations Lead will contribute to the success and continuous development of the wider Security and Support Services team. The Operations Lead will be expected to demonstrate leadership skills by either offering advice to resolution or providing a route to resolution based on a firm understanding of operational workflows to facilitate our goal of providing our customer World Class Customer Experience, best-in-class security outcomes, and technical support for a wide variety of products, technologies and applications, ensuring the protection our customers assets.

Primary Responsibilities:

• Provide World Class Customer Experience and security outcomes for Alert Logic Customers.
• Provide security expertise, through appropriate tasking, for customers during incident responses including Incident remediation and prevention documentation.
• Ensure Customer Service Level Agreements are adhered to and all open requests and incidents are resolved in a timely manner whilst meeting expected quality standards.
• Manage staffing levels to ensure adequate coverage during scheduled operational delivery.
• Identify and drive improvement opportunities relating to customer experience, security value, and internal operational efficiencies.
• Effectively communicate information relating to Customers and operational delivery between shift teams.
• Assist the manager in ensuring the monitoring of global NIDS, firewall, and log correlation tools for availability and potential threats.
• Initiate the correct procedures to counteract potential threats/vulnerabilities.
• Assist with the development of processes and procedures to improve customer experience, incident response times, analysis of incidents, and overall Security & Support functions.
• Have a good understanding of Alert Logic products and services.
• Prioritize the workload of Security Operations Center teams and ensure clear and regular communication is maintained with our customers.
• Assist the manager of Security Operations Center Services in ensuring that Quality Assurance policies and standards are being adhered to for key processes and Customer interaction.
• Identify coaching and development opportunities for Security and Support Analysts through a variety of methods – from one-to-one coaching to working closely with our Training team to provide bespoke training classes / certifications to fit the needs of the team.
• Day-to-day management of assigned team members including bi-weekly one-on-one reviews, attendance management, and career-pathing.
• Produce daily operational metrics.
• The Operations Lead will:
  • Prioritize triage of appliance alarms.
  • Prioritize complex appliance issues.
  • Prioritize complex security incidents, carrying out additional deep-dive analysis where appropriate.
  • Coordinate out tuning activities.
  • Coordinate Service Orientation activities.
  • Be able to locate and follow a runbook or Standard Operating Procedure, and to identify and implement improvements.
  • Communicate directly to the customer/partner via phone/email.
  • Have a firm understanding of the Alert logic appliances and products;(Threat Manager, Log Manager and Web Security Manager), with expertise in one or more areas.
  • Have a strong understanding of escalation paths/procedures.
  • Be able to prioritize escalated cases/requests.
  • Provide mentorship to all level analysts.
  • Produce customer-facing reports and guidance documentation.
  • Act as a Security Expert and Ambassador for Alert Logic in customer meetings, physical and virtual including client visits, SOC tours, review calls, and customer orientation.

Required Skills and Experience:

• 5+ years of overall experience in a technical IT role/function
• At least 1-2 years of experience leading a team, (internally we are open to new managers)
• Experience in IT service management
• Demonstrate the ability to support the troubleshooting and diagnosis of production application, system and network issues through experience and questioning in order to identify opportunities for coaching, knowledge transfer, case escalation, and reassignment of activities
• Strong belief in ownership, from identification, through resolution and validation of Operational issues
• A team player who is willing to participate in the day-to-day activities
• A clear and confident communicator
• Demonstrate organizational skills by prioritizing and delegating of tasks
• Be able to provide constructive feedback in a positive manner

Preferred Skills and Experience:

• Bachelor’s Degree in a related field
• Cyber experience preferred but not required
• Technical competency in many of the following areas:
  • Threat
  • Log
  • Incident Analysis
  • Networking
  • Scan
  • WSM
  • PCI