Role Overview

The Senior Manager, SOC leads a group of SOC Team Leads and their Analysts to deliver best of breed 24x7 Managed Detection and Response (MDR) services to 2000+ customers globally. This role is the primary resource who leads, guides, and directs daily SOC operations. They will lead continuous improvement initiatives and implement best practices to support strategic goals and drive performance within the team.

This role will provide oversight to ensure that SOC team members are handling security investigations and customer queries with a high level of quality and accuracy and in a timely manner adhering to defined SLO’s, including ensuring that team scheduling needs are aligned with the business. Evolve and maintain SOC processes with a focus on efficient design and practical application.

The Bottom Line – We are looking for someone who can run an operational team, with security depth leading people through a rapidly growing environment. Someone who will coach and mentor future leaders but has the practical skills to keep the team running and maintain day-to-day operations.

Responsibilities

• Lead the team on a daily basis in support of all designated SOC tasks
• Managing, coaching, supporting and advising SOC team leads and operational leaders
• Accountable for overseeing, and reporting of SOC core KPIs
• Responsible for recruiting, professional development and retention efforts of SOC staff
• Define and articulate needs around capacity planning for company growth to senior leadership
• Influence and improve upon existing processes through innovation and operational change
• Regularly review standard operating procedures and protocols to ensure SOC continues to effectively meet operational requirements
• Identify and escalate roadblocks that may introduce risk to security monitoring operations, services, and SLOs
• Routinely engage with cross functional teams such as customer success, product management and engineering representing SOC Leadership and the needs of the SOC.
• Evaluate existing technical capabilities and systems and identify opportunities for improvement
• Identify repetitive operational and security issues, and ensure they are minimalized
• Driving best-in-class Security services within the Service Delivery Organization
• Assist customer success and go to market teams with managing customer escalations and in delivering customer and partner SOC tours.

Requirements

• Strong understanding of cyber security with direct experience working in security operations
• Analytical, critical thinking, and problem-solving skills
• Outstanding communication skills
• Self-motivator able to execute tasks
• Interpersonal and networking skills
• Decision making ability during critical situations
• Able to effectively communicate with and guide senior leadership and business partners
• Organization and planning skills
• Outstanding ability to multi-task and adapt to changing priorities and tasks
• Ability to work under stress and tight deadlines
• Ability to establish and maintain cross-functional and positive working relationships

Minimum Qualifications

• Strong experience leading a team with an emphasis on performance management
• 5+ years of experience within a medium to large global SOC environment
• Demonstrated real world experience and proven success in leading a large group of cyber security/technical resources
• Experience in an outsourced customer facing SOC environment such as an MDR/MSSP provider or similar would be desirable.
• Solid experience working with customers delivering a premium service experience.
• Relevant Degree or Diploma in Information Technology/Security