NHS Human Services, Inc.

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 manage Tier 1 (initial engineering/detection response support) and ETL (Streamsets) & API (Kong) teams

• Strong awareness of AWS/GCP cloud & ServiceNow

• Responsible for building quality assurance processes and procedures

• Responsible for security event monitoring ingestion and ticket handling

• Ensure incident identification, assessment, quantification, reporting, communication, mitigation and monitoring

• Ensure compliance to Tier1 SLAs, process adherence and process improvisation to achieve operational objectives

• Revise and develop processes to strengthen current operational procedures

• Review policies and highlight the challenges in managing SLAs

• Regularly review standard operating procedures and protocols to ensure engineering and operations teams continue to effectively meet operational requirements

• Responsible for team management, overall use of resources and initiation of corrective action when required

• Creation of reports, dashboards, metrics for daily operations and presentation to Sr. Mgmt.

• Routinely engage with cross functional teams to meet stakeholder needs

• Evaluate existing technical capabilities and systems and identify opportunities for improvement

• Oversee training and exercises to ensure team proficiency, conduct after action reviews to identify lessons learned and best practices

• Work closely with management to identify implement process changes, improvements and efficiencies and ensure solid security practices

What we’re looking for

• Bachelor’s Degree (B.A.) from four-year college or university Information Technology, Information Security/Assurance, Engineering or similar area of study; or at least five years related experience and/or training; or equivalent combination of education and experience preferred

• 5 or more years of experience in service delivery management required

• 5 or more years of Project Management experience required

• 5 or more years Information Technology experience required

• Minimum 3+ years of Streamsets tooling and management experience

• Minimum 3+ years of DevOps experience and managing team efforts in sprints.

• Demonstrated experience building executive relationships required

• One or more certifications in Security/Networking including Security+, GSEC, GCIA, GCIH, CISSP or other security specific vendor/product certifications preferred

• Team-oriented and possess excellent problem solving, interpersonal, verbal and written communication skills

• Strong customer relationship skills

What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups (http://www.optiv.com/company/about-us#dei-group) .

• Work/life balance

• Professional training resources

• Creative problem-solving and the ability to tackle unique, complex projects

• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.

• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer (EEO). All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.

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