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Incident Commander- Global Technical Operations

Arctic Wolf

Arctic Wolf

IT, Operations
Multiple locations
Posted on Friday, December 1, 2023

Ready to further your career in the fast-paced, exciting world of cyber security?

Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.

Our mission is simple: End Cyber Risk. We’re looking for an Incident Manager – Global Technical Operations to be part of making this happen.

About the Role:

The Incident Manager, Global Customer Technology Operations (GTO) leads working with cross functional teams to guide an incident to its resolution, managing the plan, communication, and responsibilities involved. The GTO team delivers 24x7x365 customer operational support, response, and customer engagement for our portfolio of services.

As a part of the role, the successful candidate will be responsible for building excellent working relationships between the GTO Organization, Customers and Partners, Research and Development, Customer Success, Security Services and Product Management organization.

The Incident Manager, GTO, is responsible for initiating and commanding the incident bridge with relevant subject matter experts and teams to ensure that identification, closure, prevention, and root cause of problems are found in a timely manner. This will take the form of participating in Customer Operational Incident Triage, Ticket Triage, or any other functional role that is required to deliver exceptional Incident identification and mitigation related value to internal and external customers. This team member will understand the operational incident management workflow intimately and partner with various teams including Engineering, Security and Product Management to drive incident resolution, enhancements, and evolution of the functions they own and adoption and improvements within the platform that the team uses.

This role is a full-time position based out of Waterloo and reports into the Senior Manager, Incident Management of the Global Customer Technical Operations and will have both leaders and individual contributors working closely with them.

This role may require occasional travel between our Arctic Wolf offices as team members and peers are split across our global locations.

Some key responsibilities for this role include:

  • Assessing the severity of the incident and assembling the appropriate incident response

team members with leading a command and communications bridge while working towards incident mitigation while collaborating with Subject matter experts, communications managers.

  • Gathering information from the tech lead, and subject-matter experts (SME), including symptoms of the incident, potential fixes, and risks involved in the remediation plans.
  • Making decisions around which remediation plans to pursue.
  • Leveraging Incident Management tools to track, document and communicate decisions and changes.
  • Oversee and coordinate all facets of the incident response effort including leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.
  • Documenting what happened and how to prevent it from happening again via a post-mortem exercise.
  • Becoming familiar with the organization’s incident response plan and procedures, build and maintain an incident response playbook, keep up to date on incident response news and best practices.
  • Participate in incident response exercises and drills.
  • Providing periodic major incident metrics, KPI’s and reports.
  • Conduct post-incident review meetings and activities. Determine whether a public post-mortem is necessary, working with the Problem Manager to determine when it’s appropriate to transition from firefighting mode into problem-solving mode.
  • Supporting and nurturing process improvements and knowledge base improvements
  • Maintain up-to-date personal contact information.
  • Lead the internal and external communication efforts, make critical decisions under pressure, and coordinate the support teams to reduce Mean Time to Respond.
  • Communicate clearly and concisely with other members of the incident response team.
  • Work closely and with subject matter experts across various Arctic Wolf teams to re-engineer/refine processes and procedures to be simple, nimble, repeatable while striving to deliver and restore service more efficiently.
  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
  • Manage relations with cross teams to help create and deliver communications related content regarding service disruptions while ensuring information is tracked and stored in the problem database

We are looking for someone who has most of the following:

  • BS / College Diploma in an IT discipline or equivalent
  • 6+ years’ experience working and leading Incident response within a Network Operations Center or Customer Operations team.
  • Experience in using ITSM tool administration and management (preference using Jira

ITSM) and with specific tools for reporting, documentation, and observability (Jira,

  • Confluence, Datadog or equivalent)
  • High level technical understanding of IT services and their components including servers/databases, networks, cloud technologies and data center facilities.
  • Good track record for innovation and measurable process improvements within incident response and service management

About Arctic Wolf

At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. We’ve been named one of the 50 Most Innovative Companies in the world for 2022 (Fast Company)—and the 2nd Most Innovative Security Company. This is in addition to consecutive awards from Top Workplace USA (2021, 2022), Best Places to Work - USA (2021, 2022) and Great Place to Work - Canada (2021, 2022).

Our Values

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.

We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.

All wolves receive compelling compensation and benefits packages, including:

  • Equity for all employees
  • Bonus or commission pay based on role
  • Flexible time off, paid volunteer days and paid parental leave
  • 401k match
  • Medical, Dental, and Vision insurance
  • Health Savings and Flexible Spending Agreement
  • Voluntary Legal Insurance
  • Training and career development programs

Security Requirements

  • Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
  • Background checks are required for this position.

Come join the Pack during this exciting time of rapid growth where every employee makes a difference and their contributions are recognized and rewarded.

Come join the Pack during this exciting time of rapid growth where every employee makes a difference and their contributions are recognized and rewarded.