Description:
The Triage Shift Lead will be part of a shift rotation of days, nights, and weekends, and will manage the tactical elements of both outbound and inbound triage and handovers. This team member will have clean and crisp handovers to incoming shifts, and all customer escalations are handled proactively, promptly, and with the required level of urgency. This candidate will ensure that processes are adhered to and will help evolve the day-to-day aspects of the nuances of shift handovers.
This role reports to the Director of Security Operations and will provide effective feedback and suggestions on ways to improve. The ability to influence all different shift team members is a skill that this candidate possesses.
This role is a shift-based role that will average out to 40 hours / week comprised of various nights, weekends, and day shifts as part of a regular rotation.
- 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 Triage Shift Leads, strong alignment, and cohesion across teams.
- Ensure all S2 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. Additionally, it may be required to generate a report of major security incidents as assigned.
- Develop, enhance, measure, and leverage metrics to make better informed decisions on how to improve the shift throughput, cohesion, and adherence to SLOs.
- Understand volume-driven leading indicators and jump in when needed for any role that requires support while on shift.
Required Skills and Experience:
- A degree in Cybersecurity or equivalent and/or experience working and managing within a Security Operations Center or Network Operations Center.
- 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.
- Team player – always looking out for peers, leaders, and other stakeholders within Arctic Wolf.
- 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.
- German and English language skill
And You May Have These Additional Skills And Experience
- Experience with Elastic Stack, Kibana, and/or Zendesk a plus
- Education such as Bachelor’s or Master’s Degree in the areas of IT/Computer Science or Cybersecurity as desirable
- Other industry certifications such as CISSP, CASP, and other security operations relevant certifications are desirable.