Who we are
We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.
Job summary
We are seeking a high energy, proven leader with a strong commitment to continuous improvement and a passion for customer engagement, to lead a shift of tier 3 security operations for our SaaS based managed security services. The Security Operations Manager will lead a shift of our Security Operations Center (SOC) team responsible for delivery of managed DDoS and application Security services that ensures the integrity and availability of our customer’s applications and networks (https://vercara.digicert.com/ddos-protection) The team will have direct administrative control over routers, switches, proxies, and specialized software and quipment deployed in our network to carry out the services.
The successful candidate will be responsible for team structure, maintaining cohesive handoffs between shifts to provide 24 x 7 x 365 coverage, developing and evolving team member expertise. They will also be responsible for customer service within their shift, including improving overall customer satisfaction, escalation management, root cause analysis, and conflict resolution. As a leader within the business, they will represent security operations working cross organizationally with peers in provisioning, tools, SRE, network engineering and software engineer.
What you will do
- Manage a shift of the security operations organization to provide 7 x 24 x 365 support for DDoS mitigation, consulting, and management.
- Team management, cultivation of talent and individual development of resources.
- Maintain, modify and create security operations processes that are resilient and scalable.
- Drive a program of continuous improvement.
- Track performance against SLAs and OKRs.
- Work with documentation team to update customer and internal facing documentation.
- Act as an escalation point for customer issues related to the service or the team.
What you will have
- 7+ years’ experience in security operations
- A minimum of 3 years management experience in tier 3 security operation, tier 3 network operations or network engineering roles
- Demonstrable customer service skills.
- Experience supporting high leverage environments with no tolerance for downtime.
- Excellent written and verbal communication skills.
- Experience with SOC and customer service tools such as Zendesk, Jira, Confluence, Salesforce, Assure1 and PagerDuty.
- Comfort dealing with crises and a proven ability to de-escalate difficult situations.
- Experience supporting application security solutions such as firewall, WAF, WAAP, API protection and bot management solutions.
- Strong knowledge of networking including general routing, switching, BGP, RPKI.
- Knowledge of Distributed Denial of Service
- Expertise in Arbor Networks DDoS mitigation a plus.
- Hands-on experience with network equipment a plus.
- BS degree in engineering, computer science, cybersecurity or other related technical field of study.
Benefits
- Generous time off policies
- Top shelf benefits
- Education, wellness and lifestyle support
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What We Do
DigiCert is the digital trust provider of choice for leading companies around the globe, enabling individuals, businesses, governments, and consortia to engage online with confidence, knowing their digital footprint is secure.
