Description:
At ISA, every employee makes a P.A.C.T. to embody our corporate core values, every day. Our core values (Passion for Excellence, Accountability, Commitment, Trust) shape the community and culture we have built and are an active part of everything that we do. We also believe that what will make you great is your individual contributions to your team; think of your team as a start-up that learns from each other. If you’re looking for autonomy and no old-fashioned hierarchy, ISA and you could be a match made in heaven.
Responsibilities:
- Identify, evaluate, develop, and report SOC related metrics via dashboard and/or reports
- Assess and address underlying internal and external customer needs beyond those originally expressed
- Identify and implement best practices and solutions to improve customer service
- Perform interviews for SOC full time, co-op applicants and associates as needed
- Point of escalation for both client service escalations and the SOC team escalations
- Improve the quality of services provided by SOC team and reduce number of client escalations
- Lead training initiatives within the SOC department
- Develop and improve playbooks, escalation processes, and triage procedures
- Collaborate with other ISA business units such as Professional Services, PMO, and Sales
- Build relationships and work cooperatively with other SOC units such as DFIR, Engineering, Service Delivery and Security Automation to continuously improve cross-functional SOC processes
- Develop relationships with MSSP clients by being involved in strategic cadences and working to improve the overall client experience with ISA
Qualifications:
- An advanced degree in Computer Science, Information Security, or a related discipline, or equivalent work experience
- 5 years of experience in Information Security
- Experience developing and delivering managed services programs
- Experience working in a global and diverse team
- Leadership skills, ability to manage people and teams
- Strong English language skills are required – written and verbal
- Excellent interpersonal, communication and presentation skills
- Strong time management, organizational, and decision-making skills
- Strong judgment, encompassing both tactical and strategic thinking
- Ability to comprehend and integrate cultural differences and motives when collaborating with diverse, cross-cultural teams
- Adept at ensuring accuracy and precision in tasks or projects
- Ability to obtain Security Clearance with the Government of Canada