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Security Professional Leading a High-Performance Team
2 weeks ago
As a seasoned security professional, you will lead a high-performing team of operations analysts and engineers to deliver exceptional service across our global network. Your expertise in network security, endpoint security, logging, and related domains will drive efficiency and quality in our security platform operations.
Job DescriptionThe Global Security Operations Lead is responsible for building and leading a world-class operations team focused on providing efficient and high-quality support across the company's network security, endpoint security, enterprise logging, and cyber ops platforms. This includes staffing a new global service, implementing, refreshing, or modernizing processes for incident, problem, and issue management, and delivering an exceptional customer experience.
Key Responsibilities:- Service Establishment & Operations:
- Design and implement the organizational structure, staffing model, and operational processes for a global Security Platform Operations service
- Define tier 1 and tier 2 support offerings, escalation paths, and handoffs with other teams
- Establish SLAs, OLAs, and KPIs to drive operational excellence and continuous improvement
- Implement robust processes for incident management, root cause analysis, and problem resolution
- Oversee triage, troubleshooting, and timely remediation of security platform issues and incidents
- Drive major incident management and effective communication during high-severity events
- Ensure 24/7 monitoring, alerting, and health checks across all security platforms, services, and integrations
- Implement runbook automation for routine administration, deployment, and configuration tasks
- Drive adoption of key processes like change management, release management, and knowledge management
- Foster a customer-centric culture focused on responsiveness, technical expertise, and white-glove service
- Manage service desk operations, including ticket queues, SLA adherence, and customer satisfaction
- Engage stakeholders across security teams, IT, business units, and vendors to understand requirements
- Recruit, hire, and develop a high-performing team of security operations analysts and engineers
- Cultivate technical depth through training, mentoring, and exposure to a diverse range of platforms
- Establish knowledge management processes to capture institutional knowledge and enable self-service
- Implement workforce management to balance workload, staffing levels, and service commitments
- Evaluate, implement, and optimize tooling for monitoring, automation, and knowledge management
- Measure performance through well-defined metrics and drive continuous service improvement