Information Security Team Lead ( SOC Team Lead )

8 - 10 years experience  • 

Salary depends on experience
Posted on 05/24/18
Mississauga, ON
8 - 10 years experience
Salary depends on experience
Posted on 05/24/18

Overview

The Compucom SOC provides managed security services for Global clients and manages their security operations. The team is responsible for 24X7 telephone and remote support, specialized support for security compliance users, and works with the CompuCom clients on security issues. This role will act as a lead for the team’s junior members and a center of knowledge, leveraging upon the years of experienced gained in this field deploying and supporting Firewalls, IDS/IPS, Content Filters, and SIEM tools.

This role will also be the primary point of contact for CompuCom clients who have purchased device monitoring and management services.  This role will assist in on boarding new client into SOC.  This role will engage with the Account Management Team when Statements of Work Amendments or other major changes are being planned and implemented.  Post-transition, this role will monitor team performance and client needs and assists with day-to-day operations, ensures escalations, chronic issues, and other client concerns are resolved, maintains and further develops the client relationship, analyzes and distributes reports as required, and takes

Responsibilities

Operational Support:

  • Meet service level agreements(SLA’s) regarding response time and customer notifications
  • Monitor ticket queues and aging reports to ensure high-priority and chronic issues are addressed correctly and in a timely manner
  • Develop the runbook, documenting client-specific requirements and processes
  • Develop Escalation matrix as required
  • Assist with and define, both team and service key performance indicators (KPI’s)
  • Work with clients and tools vendors to address all security related issues
  • Coordinate security investigations based on internal processes and procedures. Assist customers or facilitate the implementation of protective and mitigating security controls as required
  • Receive / respond appropriately to client escalations, work with internal CompuCom teams to address and resolve
  • Drives resolution as it relates to customer facing incidents and change management
  • Assist associates, team leads, and shift leads with vendor dispatches, coverage issues, etc.
  • Provides central contact point for implementation, architecture and problem management for managed security applications (Firewall, IDS, Encryption, SIEM, Web filtering)
  • Initiate security incident response including tracking and recovery actions
  • Analyze and validate the network and hosts based on Intrusion Detection System events
  • Lead SOC engineers in major security outbreaks
  • Be able to prioritize and direct workflow (and ticket flow)
  • Help establish and enforce policy and procedure
  • Coach and mentor all levels of skills sets within the team
  • Host and/or attend client meetings, presenting data and providing action item updates as required
  • Document and create process improvements as needed when gaps are/have been identified
  • Participate in an on-call rotation to provide emergency support

Client Support

  • Monitors SLAs for responsiveness and coverage.  Provide regular reports and statistics for service line management
  • Serve as a single point of contact for the client and/or partner to address escalations, notifications, chronic issues, and other concerns
  • Maintain a professional and open working relationship with the client and partner contacts
  • Work with the client and staff to establish and communicate expectations, processes and procedures to ensure adherence to the client’s SOW and SLAs
  • Host and/or attend client meetings, presenting data and providing action item updates as required

Reporting

  • Review / analyze standard periodic reports; research anomalies and address issues as required
  • Create ad hoc custom reports as requested by client
  • Offer recommendations (e.g., process improvements) to address inefficiencies and negative trends
  • Report on ticket SLAs

Management & Account Team Support

  • Inform Account Executives and management of any customer satisfaction issues that arise
  • Communicate potential up-sell opportunities to Account Executives and management 
  • Participate on Tiger Teams / Critical Care Teams to resolve customer satisfaction issues
  • Work with Management and leadership to coach, mentor and improve staff account/client knowledge
  • Provide feedback to management on associate performance

Supervisory Responsibilities:

  • Will need to backup Manager as needed

Qualifications

Knowledge and Skill Required:

  • 8-10 years of experience actively deploying and managing security and networking devices
  • Experience in managing Customer Service and client expectations
  • Ability to complete swift problem resolution, including troubleshooting
  • Experience with Change and Incident Management tools like Service Now, Remedy, etc.
  • Ability to multi-task with different types of problems
  • Excellent written & verbal communication skills
  • Knowledge of compliance standards such as HIPAA, PCI, SOX, SOC, ISO27001, ITIL, Etc…
  • Knowledge of Microsoft Office Suite products
  • Experience with working with 24x7 staff
  • Must have extensive experience managing operational teams
  • Extensive knowledge of Firewall technologies such as Cisco ASA, Fortinet, Checkpoint, Juniper, etc.
  • Knowledge of IPS technologies such as Cisco Sourcefire, etc.
  • Knowledge of Symantec security products
  • Knowledge of SIEM technologies such as McAfee ESM, ArcSight, QRadar, etc.
  • dedication to client service and passion of learning
  • Ability to work in a fast-paced environment and perform multi-tasking.
  • Ability to coordinate resources to resolve problem
  • Strong analytical skills balanced with effective communication and excellent customer service skills
  • Excellent and demonstrated knowledge of IT processes and procedures, specifically Incident, Problem, Change and Service Level Management
  • At least two (2) industry certification like GIAC, GICH, CCISP, CCNA, CCNP , CEH, Etc…

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