My job alerts

Shift Lead

Arctic Wolf

This job is no longer accepting applications

Waterloo, ON, Canada

Posted on Friday, July 12, 2024

Position Overview and Objective

The Shift Lead Technical Operations is responsible for all day-to-day team operations of

the Technical Operations team. The team delivers 24x7x365 detection, response, and

customer engagement for our portfolio of services. The Shift Lead Technical Operations

will own resolving tactical issues, customer escalations, ensure accuracy of shift

handovers, and see to it that the shift is operating at the desired throughput and

execution excellence. The Shift Lead will be responsible for the day-to-day operational

SLO metrics attainment, prioritization of shift work, and acting as the escalation point for

all Security Analysts and Engineers. This team member is a technical individual with a

desire to lead a highly cohesive team and can act as a stand-in for all levels of triage.

The successful candidate is extremely well organized and has excellent communication

skills. This team member is the first point of escalation for all shift team members and

possesses the ability to effectively drive the assigned team to meet shift goals.

The Shift Lead Technical Operations 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 Manager, Technical 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.

Primary Responsibilities and Duties

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 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. 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.

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.
Team player – always looking out for peers, leaders, and other stakeholders within Arctic Wolf.

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 thespace.
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).

This job is no longer accepting applications