Working within the Security Operation Centre, this role provides security monitoring and use case/playbook implementation on customer tenants, with a strong focus on customer satisfaction. This role goes beyond pure analysis to include significant customer engagement to ensure long‑term client retention.
Working within the Security Operations Team, this role involves building and maintaining long‑term relationships with our MXDR customers. The core objective is to ensure their environments consistently meet our Gold Standards, all customer calls are promptly addressed, and relevant updates are shared among peers. This collaborative approach guarantees that all other customers receive the same high level of quality service. This role goes beyond pure specialisms to include significant customer engagement ensuring long‑term client retention.
Main Tasks:
- Lead or oversee onboarding activities and technical catch‑up calls with a proactive / problem solving mindset.
- Detection rule creation, log source onboarding, tuning and building response plans / playbooks.
- Respond to customer requests for enhanced security monitoring and automation by assisting in the recommendation, deployment, and optimization of detection rules and response playbooks.
- Lead upon in‑life services (operational clients) and onboarding of new customers, ensuring seamless integration.
- Assist with troubleshooting issues related to security platforms, log sources, and detection rules.
- Own and actively respond to escalated, complex cases supporting SecOps Analysts and Engineers where necessary.
- Actively participates in the mentoring and training of SecOps Analyst/Engineers.
- Confidently creates, and adheres to, Standard Operating Procedures with an eye for continuous improvement.
- Engages and participates in NetSec and Project Delivery / Professional Services projects and tasks.
- Confident service ownership within a Security Operations Discipline, offering advice and training to other SOC Analysts/Specialists.
- Contribute to the SecOps On‑Call Rota (approximately 1 week in 8).
- Supports Customer Success with QBRs and service reviews as a technical resource.
Personal Qualities:
- A “Customer Centric” attitude, with the ability to communicate with both technical and non‑technical parties effectively.
- The ability to build credibility quickly with colleagues.
- Capable of quickly adapting to a situation and providing a solution‑oriented mindset to it.
Qualifications & Experience:
- 5 years’ experience as a Cyber Security Analyst / Engineer or similar role.
- Confident working with SIEM / SOAR (Splunk, Sentinel, Google SecOps etc) to deliver successful security outcomes.
- Expert in supporting all current service offerings.
- Experience in customer engagement, adept at identifying and addressing customer needs, and proficient at fostering positive client relationships.
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