Shift Operations Manager
3 weeks ago
The Shift Lead Technical Operations is responsible for the day-to-day operations of the Technical Operations team at Arctic Wolf. This team delivers 24x7x365 detection, response, and customer engagement for our portfolio of services. The Shift Lead will own resolving tactical issues, customer escalations, ensuring accuracy of shift handovers, and ensuring the shift is operating at the desired throughput and execution excellence.
Primary Responsibilities and Duties
Manage the day-to-day escalations, shift handovers, and execution of the shift teams for both inbound and outbound triage.
Strive to get the best out of each team member on shift by setting goals, measuring execution of the goals, providing feedback, and removing obstacles.
Act as the escalation point for all tactical aspects of the role including customer escalations and internal communications.
Facilitate with other Shift Leads, strong alignment, and cohesion across teams.
Ensure all Technical Operations service level SLO's are monitored, execute resourcefully when staffing requirements demand.
Provides leadership during security events. Ensure that team members can perform their role effectively and follow the proper process to full success within the team delivering high value to customers.
Key Skills
Desire to lead technically minded individual contributors.
Passion for Cybersecurity. Continually learning new attack vectors, new threats, and security framework expertise.
Knowledge of industry adopted frameworks and methodologies (MITRE ATT&CK, CIS, NIST, ISO, PCI-DSS, etc.).
Proven ability to rapidly analyze complex technical security threats and incident information to be able to communicate business-impacting risk to non-technical audiences.
Ability to work independently, manage projects, and exercise judgement in reaching solutions.
Strong verbal and written communication required. Must be able to articulate written information to customers.
Key Competencies
A degree in Cybersecurity or equivalent and/or experience working and managing within a Security Operations Center or Network Operations Center.
You will be required to attend training, seminars, conferences, and webinars relevant to job role to enhance current knowledge base and skill set to improve job performance and efficiency.
Environment and Physical Demands
Work is primarily sedentary in nature and can be executed sitting or standing positions in an office environment.
Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity.
If located in a company office, often requires the mobility to physically navigate the space.
In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations.
May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).
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