Manager, SIEM Operations

Position Summary:

As a SIEM Operations Manager, you will report directly to the Senior Manager of SIEM Operations & Engineering. In this role, you will take the lead in managing  both a 24/7 Tier One team & a Tier Two team, each an integral part of the broader three-tier structure that provides dedicated technical support to customers utilizing  our managed security platform services. Your responsibilities will encompass building and nurturing strong customer relationships in close collaboration with internal stakeholders. You’ll be instrumental in upholding the exceptional quality of Deepwatch’s Managed Security Platform service delivery. Ultimately, your contributions will play a vital role in fulfilling Deepwatch’s mission of delivering exceptional value to our shareholders, customers, and employees.

If you are passionate about building, developing and leading a managed services engineering team in a remote, work-from-home environment, and you are able to adapt & stay positive in a dynamic work environment, we want to hear from you.  

In this role, you’ll get to:

• Execute and deliver on the strategy set forth by Deepwatch leadership.
• Guide and oversee a team of 24/7 Tier 1 and Tier 2 SIEM (Splunk) Administrators and Engineers, driving the implementation of our managed security platform strategy.
• Act as the primary point of contact for customer success escalations, taking ownership of issues, and ensuring the delivery of documented KPIs and metrics.
• Review and prioritize ways to streamline and automate common recurring and repetitive administrative tasks 
• Become proficient on Deepwatch services to more effectively deliver value from our MDR service
• Prioritize, resolve, and communicate decisions and potential risks to Deepwatch leadership, partners, and stakeholders
• Work with Deepwatch’s Project Management Office (PMO) and other applicable stakeholders to provide project management, resource allocation, communication, and other support as required for cross-functional, enterprise, and/or customer Engineering projects
• Evaluate and suggest operational tools and procedures to increase the ability to deliver Deepwatch Services.  
• Build positive relationships with and equally support day and night shift team members 
• Provide input in budgeting forecasts of technical needs, staffing, and solutions
• Critically analyze SIEM operations for high quality and fidelity including monthly case quality and procedural checks
• Review raised environmental and platform risks and escalate to appropriate leadership to avoid unnecessary risk exposure
• Ensure adherence with Deepwatch’s standards and best practices, focusing on the following priorities:
• KPI Objective Achievement
• Customer satisfaction
• Case management
• Peer Collaboration

You’ll be successful in this role, if you:

• Demonstrate understanding of SIEM engineering, administration and associated terminology by obtaining, within your first year, at least one of the following certifications: Splunk Core Certified Advanced Power User, Splunk Enterprise Certified Admin, CompTIA Linux+, or Linux Foundation Certified System Administrator.
• Demonstrate knowledge of security principals and managerial approaches by possessing or being able to obtain, in your first year, the Certified Information Security Manager (CISM) certification.   
• Leverage your previous leadership experience and knowledge of ITIL Service management and Agile frameworks to hire, manage, and develop a 24/7, technical customer support team equating in delivery of value to customers in a dynamic environment.
• Foster and maintain strong stakeholder relationships, including customers, as needed, and collaborate directly with other Deepwatch Expert leaders
• Establish and continually refine daily processes and procedures by constant awareness of team approach to solving problems  
• Continuously evaluate individual and team skills, quality of work, knowledge, and experience while leveraging team strengths to break down barriers to the team’s success 
• Demonstrate mastery of writing and speaking to technical and non-technical audiences, including customer, individual contributor, leadership and executive levels. 
• Prioritize caseload in accordance with appropriate SLAs, capabilities of team members, and documented SLAs to cases are assigned, actively worked, and resolved in an efficient and timely manner.
• As required, be available for periodic after-hours calls, including nights and weekends work to effectively support the team and Deepwatch customers.
• Serve as a role model of Deepwatch’s Core Values and embody the Deepwatch Leadership Attributes of Ownership, Deliver Results, Hire & Develop the Best, Have Backbone; Disagree and Commit, and Earn Trust

ITAR Compliance

“This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:

• A citizen of the U.S.;
• A lawful permanent resident of the United States; 
• A person admitted to the United States as a refugee; or
• A person that has been granted asylum by the United States government.”

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.”

Statutory Pay Disclosure:

For applicants in NYC, CO, CA, RI, and WA, the salary range for this role is $152,000 to $190,000 + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

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