At Hispanic Alliance for Career Enhancement, we prioritize putting people first and strive for excellence in our work.
About Us:
We are a global organization committed to diversity, equity, and inclusion, supporting all ethnicities, nationalities, backgrounds, generations, sexualities, disabilities, and genders through initiatives like DEI and EnAble.
Role Overview:
The Manager and Service Lead of Security Platform Operations will build and lead a top-tier operations team supporting network security, endpoint security, enterprise logging, and cyber operations platforms. Responsibilities include establishing a global service, modernizing processes for incident, problem, and issue management, and delivering an exceptional customer experience.
Key Responsibilities:
1. Service Establishment & Operations:
* Design organizational structure, staffing, and processes for a global Security Platform Operations service.
* Define tier support levels, escalation paths, and handoffs.
* Set SLAs, OLAs, and KPIs for operational excellence and continuous improvement.
1. Incident, Problem, and Issue Management:
* Implement incident management, root cause analysis, and problem resolution processes.
* Oversee triage, troubleshooting, and remediation of security issues.
* Manage major incidents and communication during high-severity events.
1. Platform Monitoring and Administration:
* Ensure 24/7 monitoring, alerting, and health checks across all platforms.
* Automate routine tasks with runbooks.
* Promote change, release, and knowledge management processes.
1. Customer Service and Stakeholder Engagement:
* Foster a customer-centric culture with responsiveness and technical expertise.
* Manage service desk operations and customer satisfaction.
* Engage with stakeholders across teams and vendors to understand and meet requirements.
1. Team Development and Knowledge Management:
* Recruit, develop, and mentor a high-performing security operations team.
* Enhance technical skills through training and exposure.
* Establish knowledge management to capture and share institutional knowledge.
1. Workforce Optimization and Tooling:
* Manage workload and staffing levels.
* Evaluate and implement monitoring, automation, and knowledge tools.
* Measure performance and drive continuous improvement.
Minimum Qualifications:
* 5+ years in IT/security operations, with expertise in network security, endpoint security, logging, etc.
* 3+ years leading and motivating teams of analysts and engineers.
* Experience managing a global 24/7 operations service.
* Experience with endpoint detection and response (EDR) solutions.
* Experience with network security tools like firewalls, IDS/IPS, web filtering, and access control.
* Experience with SIEM platforms.
* Knowledge of automation, knowledge management, and team development.
* Expertise with tools from vendors like Palo Alto, CrowdStrike, Splunk, Cloudflare, ServiceNow, etc.
Additional Preferences:
* Familiarity with security operations concepts like use case development and analytics.
* Strong process skills and knowledge of IT service management.
* Ability to build and operate a security service from the ground up.
* Excellent customer service and communication skills.