Manager, Digital Operations Center (DOC)

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We're looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
About the Role:
We are seeking a highly skilled and experienced onsite Manager to lead our Digital Operations Center (DOC) team. The ideal candidate will have a strong background in leading teams who are responsible for alerting, monitoring, and escalations within a 24/7/365 Digital Operations Center (DOC) environment. This role is critical in ensuring the stability, performance, and reliability of our network and services. The onsite DOC Manager will provide technical expertise, leadership, and support of the daily activities of the U.S. DOC Duty Managers (watch officers).
This role requires candidates to be onsite in our Singapore office.
What You'll Do:

• Leading:
  
  • Lead efforts involving the monitoring of key internal services and incident teams, as well as escalation and alerts to our crisis team(s).
  • Champion best practices of the DOC Playbook through the entire DOC team.
  • Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for the DOC
  • Coordinate with facilities and security with regard to physical location(s) requirements.

• Monitoring and Alerting:
  
  • Continuously monitor internal IT and product-related incidents using various tools and platforms.
  • Develop, configure, and manage alerting systems to promptly identify and alert relevant parties to emerging issues.
  • Facilitate crisis team assessments or activations through rapid situational awareness to incident coordinators.

• Incident Management and Escalations:
  
  • Coordinate and escalate issues to appropriate teams and stakeholders as needed.
  • Maintain clear and concise communication during incidents, providing regular updates to stakeholders.
  • Collaborate with cross-functional teams to support root cause analysis of complex issues.
  • Document and maintain standard operating procedures for DOC response and escalation processes.
• Continuous Improvement:
  
  • Identify opportunities for improving monitoring and alerting systems and processes.
  • Participate in post-incident reviews and contribute to the development of preventive measures.
  • Stay up-to-date with industry trends and best practices in all-hazards operations center operations and technologies.
• Documentation and Reporting:
  
  • Maintain detailed and accurate incident logs and documentation.
  • Generate regular reports on tracked incidents, assessments, and status.
  • Provide insights and recommendations based on incident analysis and trends.
  • Facilitation of post-mortem and Root Cause Investigations with Site Reliability Engineers.

What You'll Need:

• Education:
  
  • Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.
• Experience:
  
  • Minimum of 8 years of experience in a leadership position, ideally overseeing Digital Operations Center (DOC), Major Incident Management Operations (IMOC) or similar environment.
  • Proven experience with maintaining a common operating picture with existing monitoring tools and situational awareness dashboards.
  • Strong understanding of network protocols, systems and infrastructure.
• Skills:
  
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work effectively under pressure and manage multiple priorities.
  • Experience with ServiceNow Major Event Management Modules a plus.
  • Familiarity with ITIL practices and frameworks is desirable.
  • Familiarity with incident command system (ICS) principles and best practices in the technology industry.
• Work Environment:
  
  • This position may require shift work to ensure 24/7 coverage of the DOC.
  • Ability to work in a high-stress, fast-paced environment.

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Benefits of Working at CrowdStrike:

• Remote-first culture
• Market leader in compensation and equity awards with option to participate in ESPP in eligible countries
• Competitive vacation and flexible working arrangements
• Physical and mental wellness programs
• Paid parental leave, including adoption
• A variety of professional development and mentorship opportunities
• Access to CrowdStrike University, LinkedIn Learning and Jhanna
• Offices with stocked kitchens when you need to fuel innovation and collaboration
• Birthday time-off in your local country
• Work with people who are passionate in our mission and Great Place to Work certified across the globe

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at [email protected] for further assistance.