Security Operations Lead
HelpSystems LLC

RELAXED WORK ENVIRONMENT, DEDICATED TEAM, & GROWING COMPANY

As Operations Lead, you will play an integral part in furthering the reach and capabilities of our customers team while delivering an outstanding experience - enabling our customers the imperative freedom to conduct business safely and with confidence. Reporting to the operations manager of the security operations team, you will be a key contributor to the ongoing success and continuous development of the wider security and support services team. Show off your proven leadership skills by offering your sage advice to resolution and by providing a route to resolution based on a firm understanding of operational workflows. All to fulfill our mission of providing an unmatched, white-glove customer experience, best-in-class security outcomes, and precise technical support for a wide variety of products, technologies, and applications to ensure the protection our customers' assets.

WHAT YOU'LL DO

• Provide World Class Customer Experience and security outcomes for our 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 our 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

QUALIFICATIONS

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