MDR Operations Performance Analyst

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $86k - $143k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Sophos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

☁️ SaaS

💰 Post-IPO Equity on 2021-08

Cybersecurity • SaaS

Sophos is a leading cybersecurity company that specializes in protecting businesses against advanced cyber threats. The company offers a comprehensive suite of security solutions, including endpoint protection, managed detection and response (MDR), network security, and cloud security. With a prevention-first approach, Sophos aims to stop ransomware and other cyber threats before they cause harm. Sophos provides services such as threat research, security training, and operational support to ensure robust defense against cyberattacks. Their solutions cater to various industries including finance, healthcare, government, manufacturing, and retail. The Sophos Central platform delivers centralized security management, integrating seamlessly with existing IT infrastructure to enhance security posture.

📋 Description

• Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations. • Gain insight into the customer experience through direct and indirect customer interactions. • Translate customer experience insights into defined operational gaps (e.g., training, documentation, process) and drive alignment on corrective actions. • Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities. • Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance. • Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention. • Collaborate across teams to understand external drivers that affect service delivery. • Assess change management impacts to service teams, identifying risk and outlining readiness goals. • Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement. • Develop and revise policies, guidelines, and other documentation as needed and as related to the role. • Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis. • Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes. • Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics. • Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences. • Continuously improve the maturity of our quality assurance program.

🎯 Requirements

• Previous experience in Security Operations with MSSP or MDR providers. • At least 5 years of cumulative experience in security analyst, soc leadership and/or roles responsible for operational reporting. • The ability to take complex and disconnected data and create actionable insights. • Experience building metrics with data visualization tools (e.g., Grafana, PowerBI). • Working literacy of AI tools (e.g., Copilot, GPT) with an understanding of their strengths, limits, and appropriate use. • Experience using AI in workflows to analyst data, identify insights, and improve efficiency. • Excellent written and verbal communication skills. • A passion for problem solving. • Great attention to detail. • Ability to work effectively in a fast-paced, dynamic work environment.

🏖️ Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees. • Employee-led diversity and inclusion networks that build community and provide education and advocacy • Annual charity and fundraising initiatives and volunteer days for employees to support local communities • Global employee sustainability initiatives to reduce our environmental footprint • Global fitness and trivia competitions to keep our bodies and minds sharp • Global wellbeing days for employees to relax and recharge • Monthly wellbeing webinars and training to support employee health and wellbeing