The Operations Manager is responsible for the delivery of security monitoring and alerting services to customers across the EMEA region. This includes management of the Technical Services team, who are responsible for ensuring consistent logging of monitored technologies as well as the Analysis team, who are responsible for investigating and escalating security incidents to customers. This position will play a key role in executing on operational decisions and implementing solutions that will enhance the organization's ability to deliver a world-class service.
This role involves working as part of a global team across 6 Security Operations Centres (SOCs).
Responsibilities Ensure smooth service delivery and that issues are escalated promptly to appropriate team(s).
Build strong teams: Identify top talent, hire, and train.
Maintain strong teams: Reviewing and holding the team accountable for their work, providing feedback regularly as well as ongoing performance management, mentoring, coaching and professional development support.
Report team progress, success, and achievements to senior management regularly.
Build and maintain excellent relationships with the other regional SOC and Engineering teams.
Lead the team to deliver high quality device and incident management; ensuring standards and procedures are adhered to, meeting or exceeding SLAs and continually driving to provide excellent customer service.
Use extensive technical knowledge to be able to quickly diagnose incidents, articulate clear and timely resolutions to clients and team-members alike and have a zero-mistake attitude to eliminate repeat failures.
Act as a technical escalation point of contact for Senior and Principal Analysts, as well as representing the management team on customer calls and escalations.
Able to clearly and effectively articulate security issues to customers, both verbally and written.
Be a key contributor to customer satisfaction and build/maintain excellent working relationships with key client contacts.
Build a strong technical understanding of the MDR Technology Platform.
Have sound understanding of the current cyber security threat landscape, vulnerabilities, attacks, and countermeasures.
Ensuring projects, assigned work, initiatives are in line with regional strategy.
Contribute to global operations strategy and continuous improvement programs.
Participate and lead the EMEA response to BCP call-out calls, as required.
Work with Sales to ensure coordinated sales and delivery efforts, as required.
Assist in the preparation and delivery of presentations to senior management, external customers, and major stakeholders as required.
Establish and maintain positive working relationships internal Accenture teams.
Ensure adequate resourcing during hours of responsibility (UK business hours).
Success Factors Employee Engagement
Employee Retention
Conflict Management
Decision Quality
Managing and Measuring Work
Planning & Time Management
Customer Engagement
Experience and Qualifications Ability to communicate clearly at all levels, demonstrating strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Excellent understanding of the cyber security threat landscape, including detailed technical knowledge about prevalent threat groups, malware, attack methods, vulnerabilities, and countermeasures.
Strong understanding of computer networking, operating systems, and log collection methodologies.
Excellent technical troubleshooting skills with the ability to be dynamic and adapt, to solve complex technical issues with customers and partners.
Hands-on experience with market-leading security products, including Intrusion Detection Systems (Snort/SourceFire, IBM Proventia/ISS, McAfee IntruShield), Firewalls (CheckPoint, Cisco PIX), EDR tools (Crowdstrike, Microsoft Defender, Carbon Black) as well as SIEMs.
One or more of the following certifications is desired: CISSP, CCNA, GCIA, GCIH, GCFA.
BS/BA degree or equivalent related experience.
8+ years of related industry experience, ideally focused on intrusion detection/network security monitoring and/or working within a Security Operations Centre (SOC).
5+ years managing technical teams.
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