Shift Operations Manager

4 weeks ago

Cambridge, Ontario, Canada Arctic Wolf Full time
Job Title: Shift Lead Technical Operations

The Shift Lead Technical Operations is a critical role within our Technical Operations team, responsible for ensuring the smooth operation of our 24x7x365 detection, response, and customer engagement services. This role requires a highly organized and technically skilled individual who can lead a team of Security Analysts and Engineers to meet shift goals and objectives.

Key Responsibilities:
  • Manage 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 strong alignment and cohesion across teams.
  • Ensure all Technical Operations service level SLOs are monitored and executed resourcefully when staffing requirements demand.
  • Provide leadership during security events and ensure team members can perform their role effectively and follow proper processes.
  • Develop, enhance, measure, and leverage metrics to make better-informed decisions on how to improve shift throughput, cohesion, and adherence to SLOs.

Requirements:
  • Desire to lead technically minded individual contributors.
  • Passion for Cybersecurity and continually learning new attack vectors, 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 communicate business-impacting risk to non-technical audiences.
  • Ability to work independently, manage projects, and exercise judgment in reaching solutions.
  • Strong verbal and written communication required, with the ability to articulate written information to customers.
  • Team player – always looking out for peers, leaders, and other stakeholders within Arctic Wolf.

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.
  • May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).

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