Optiv
Manager-CyberOperations
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“Manager - Cyber Operations at Optiv. Skills: Cyber Operations, Client Success Management, SOC, Security Incident Response. Oversee Cyber Operations Client Success Management. Oversee Account Management”
Industry & Context.
Excellent analytical thinking and problem-solving skills; Root cause analysis; Creative problem-solving
Shift flexibility, including the ability to rotate between days, mids, and nights, Availability of US working hours, Work from Office role
What They're Looking For.
Must Have
Bachelor of Science degree in Computer Science or related field, Minimum 10+ years security incident response experience, Minimum 2+ years of experience in leading the SOC team, Excellent analytical thinking and problem-solving skills, Experience in CISM with CISSP, Excellent written, communication and verbal skills, Leadership experience in a highly paced complex IT environment, Ability to lead, influence and collaborate with remote team members, Proven delivery, remediation and incident response background, Advanced knowledge of enterprise environments consisting of Windows and Macintosh operating systems, embedded systems, networking devices and Linux/UNIX, Operational knowledge of firewalls, routers, switches, messaging systems, various commonly used operating systems (Windows, Linux, etc. ), common attack tools, and vulnerability detection/management tools, SOC/Cyber Operation Manager role is a complete hands-on role where somebody has experience towards any of the SIEM tool along with that having experience maintaining the team of SOAR Engineers, SIEM Engineers and SOC Analysts, Must have excellent written, communication and verbal skills to assist with communication with other teams and write executive summaries based on work output
Nice to Have
CompTIA Security+ Certification, CISSP Certified Information Systems Security Professional, GSEC, GCIA, GCIH, Certified Project Management Professional (PMP)-PMI
What You'll Do.
Oversee Cyber Operations Client Success Management
Oversee Account Management
Oversee SOC and/or Services Activation Teams
Maintain and expand customer relationships
Reestablish lapsed customer relationships
Resolve key customer challenges
Inject customer perspective into service development
and evaluate employee performance
Develop and continuously improve Cyber Operations services
Lead and inspire the client success team
Manage the overall Cyber Operations client life cycle
Ensure client expectations are met
Build and improve integration process
Drive responsiveness of Cyber Operations organization
Monitor service delivery for contractual compliance
Provide input to transition plans
Make recommendations for contract changes
Serve as a point of contact for service levels
Develop service action plans
Communicate service interruption
Provide internal and external reporting
Provide account specific information to service suppliers
Ensure communications on day-to-day service operations
Deliver cost effective customer measurements
Coordinate actions between clients and service delivery
Perform other duties as assigned
Comply with all policies and standards
How You'll Work.
Team & Collaboration
Work cross functionally to resolve key customer challenges; Inject the customers' perspective into the service development and deployment process; Involvement with key stakeholders; Maintain a positive relationship with clients; Serve as an escalation point for service delivery; Assist with communication with other teams; Collaborate with remote team members; Coordinate actions between clients and the appropriate service delivery departments
Communication Scope
Excellent written, communication and verbal skills; Communicate them in lay person’s terms; Communicate service interruption; Ensure communications on day-to-day service operations are delivered
Process & Methodology
Certified Project Management Professional (PMP)-PMI
Full Job Description
_This position will be on-site reporting to our Bangalore office, M-F._ _This team provides 24/7 support. This role requires shift flexibility, including the ability to rotate between days, mids, and nights._ The Manager Cyber Operations (Client Success, SOC, Learning/Integration) Services role is to oversee the Optiv Cyber Operations Client Success Management, Account Management, SOC and/or Services Activation Teams in alignment with the business objectives of the organization. The position is responsible for activities related to maintaining and expanding customer relationships and reestablishing those that have lapsed. The position will take the lead in working cross functionally to resolve key customer challenges. They support initiatives and other priorities by injecting the customers' perspective into the service development and deployment process. The role requires involvement with key stakeholders and maintains a positive relationship with clients while serving as an escalation point for service delivery. This person will also define policies, procedures, and best practices. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services. **How you’ll make an impact** * Lead and inspire the client success team * Responsible for the overall Cyber Operations client life cycle management * Ensure client expectations are set, understood, agreed upon and met * Build and improve integration process as needed to continue to improve service efficiency, effectiveness and client satisfaction * Drive the responsiveness to the client(s) of the entire Cyber Operations organization * Monitor service delivery for contractual compliance * Provide input to and help deliver transition plans from a customer deliverable point of view * Make recommendations for contract changes that can improve service, increase revenue and improve customer satisfactio
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