At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the world.Eli Lilly Cork is made up of a talented diverse team of over 2000 employees across 60 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more. Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. InhousePeople Development services, Educational Assistance, and our 'Live Your BEST Life' wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, Age & Culture, LGBTQ+ and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.Come join our team - Be Creative, Be an Innovator, and most of all, Be YourselfRole OverviewThe Manager and Service Lead of Security Platform Operations is responsible for building and leading a world-class operations team focused on providing efficient and high-quality support across the company's network security, endpoint security, enterprise logging, and cyber ops platforms. This includes staffing a new global service, implementing, refreshing, or modernizing processes for incident, problem and issue management, and delivering an exceptional customer experience.Key ResponsibilitiesService Establishment & Operations:Design and implement the organizational structure, staffing model, and operational processes for a global Security Platform Operations serviceDefine tier 1 and tier 2 support offerings, escalation paths, and handoffs with other teamsEstablish SLAs, OLAs, and KPIs to drive operational excellence and continuous improvementIncident, Problem, And Issue ManagementImplement robust processes for incident management, root cause analysis, and problem resolutionOversee triage, troubleshooting, and timely remediation of security platform issues and incidentsDrive major incident management and effective communication during high severity eventsPlatform Monitoring And AdministrationEnsure 24/7 monitoring, alerting, and health checks across all security platforms, services, and integrationsImplement runbook automation for routine administration, deployment, and configuration tasksDrive adoption of key processes like change management, release management, and knowledge managementCustomer Service And Stakeholder EngagementFoster a customer-centric culture focused on responsiveness, technical expertise, and white-glove serviceManage service desk operations, including ticket queues, SLA adherence, and customer satisfactionEngage stakeholders across security teams, IT, business units, and vendors to understand requirementsTeam Development And Knowledge ManagementRecruit, hire and develop a high-performing team of security operations analysts and engineersCultivate technical depth through training, mentoring, and exposure to a diverse range of platformsEstablish knowledge management processes to capture institutional knowledge and enable self-serviceWorkforce Optimization And ToolingImplement workforce management to balance workload, staffing levels, and service commitmentsEvaluate, implement and optimize tooling for monitoring, automation and knowledge managementMeasure performance through well-defined metrics and drive continuous service improvementMinimum Qualifications5+ years of experience in IT/security operations, with deep expertise across network security, endpoint security, logging and related domains3+ years of leadership experience managing and motivating teams of operations analysts and engineersExperience establishing and managing a global 24x7 operations servicePrevious experience with endpoint detection and response (EDR) solutions; understanding of endpoint security best practicesPrevious experience with network security tools such as firewalls, intrusion detection/prevention, web filtering, and network access control solutionsPrevious experience with Logging or Security Information and Event Management (SIEM) platformsExperience optimizing high volume support environments through automation, knowledge management and team proficiency developmentExpertise in security tools from vendors like Palo Alto, CrowdStrike, Splunk, Cloudflare, ServiceNow, etc.Additional Preferences/InformationFamiliarity with security operations concepts such as use case development, security monitoring, and analyticsStrong technical and operational process skills, with knowledge of IT service management best practicesAbility to build and operate a service from the ground up, including designing processes, tools selection, and staffingExceptional customer service orientation with strong interpersonal and communication skillsLilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.WeAreLilly