Cyber Operations Manager I REMOTE USA

At Optiv, we’re on a mission to help our clients make their businesses more secure. We’re one of the fastest-growing companies in a truly essential industry. Join us.Who we are looking for:The MSS CSM Cyber Operations Manager will be responsible for a team supporting clients within the Security Operations (MSS) business unit. Their job is to articulate complex technical outcomes to technical and non-technical clients in a clear and concise way based on the audience for their assigned clients while supporting their team from a training and execution standpoint.  The manager is responsible for ensuring consistent onboarding of all new clients, communication of outcomes, ensure engagements remain within the scope of the service. The MSS CSM Cyber Operations Manager shall perform recurring client business review sessions and supervise this action of the CSMs' action to articulate and represent Optiv MSS delivery to the client and how this delivery meets outcomes agreed to contractually. Additionally, he or she shall be the ingestion point for client escalations and concerns. A strong command of security operations technical concepts and repeatable processes are required.The job of The MSS CSM Cyber Operations Manager is to provide oversight and guidance to the team while helping to own, develop and support key process indicators to understand client satisfaction. This includes repeatable measurement of client satisfaction KPIs and working across Optiv MSS Technical Teams to facilitate operational corrective actions to address tactical and systemic client satisfaction issues.

How you’ll make an impact:

•  Lead and inspire the client success team.
•  Supervision and feedback to the team regarding activities that ensure the execution of key client-facing items. 
• Briefing new clients on operational execution and expected outcomes.
• Technical/tactical discussions on operational activities as they related to cyber threat actor operations.
• Look for opportunities to recommend add-on services/technologies that would improve the client’s overall security posture.
•  Serve as a point of contact for service levels, escalations, and issues for the customer.
•  Support the Client’s Sales team throughout the lifecycle.
•  Translate disparate MSS Operational execution outcomes and act on technical guidance.
• Provide Client product knowledge & support to encourage renewals

Qualification for success:

• The ability to demonstrate cyber security outcomes via MSS process execution
• Current knowledge of client success practices, security threats, solutions, security tools, network technologies & procedures.
• Must possess a high degree of initiative, motivation, and problem-solving skills
• Excellent communication (oral, written, presentation), interpersonal and consultative skills.
• Strong client negotiation and mediation skills.
• Ability to build relationships with and navigate other functional areas.
• Shift flexibility, including the ability to provide on-call support when needed 
• Demonstrated experience and success in a customer-focused satisfaction environment 
• Ability to work greater than 40 hours per week as needed 
• Process-oriented individual with strong attention to detail, appropriate sense of urgency, and strong organizational skills.
• Ability to translate complex technical concepts into business risk and desired outcomes
• Manage approximately 8-10 Client Success Managers 
• Establish a goal-driven culture for direct reports and overall team 
• Ensure services(s) meet contractual SLAs 
• Assume accountability for overall customer satisfaction 
• Partner with other managers both within the Client Engagement Services and in other managed services areas to build and maintain synergy across functions 
• Relay management and client expectations to team members 
• Work through staff to deliver a high quality and predicable service while applying an appropriate leadership style (directing, coaching, supporting, delegating) for the situation 
• Instill a sense of ownership and accountability in team members’ responsibilities 
• Coach and mentor team members down a career path that aligns with their strengths and interests 
• Track, measure, and report resource allocation to contribute to effective resource management 
• Tailor communication frequency, context, and format for the intended target audience 
• Ensure operational processes and procedures are well documented, clearly understood by stakeholders, and under change control.  Have a continuous improvement mindset 
• Track, measure, and report process and procedure metrics 
• Actively participate in a work intake process that provides for effective capacity/demand management 
Education and or Experience
• Five plus years leading and developing a team of people
• Experience with technical security operations repeatable processes and desired outcomes
• Experience with cyber threat actor techniques, tactics, and procedures
• Experience with Client Relationship Management (CRM) software such as, Salesforce & ServiceNow.
• Knowledge of customer service practices.
• Experience working with C-Suite executives, VPs or Directors.
• Ability to build and nurture trusted relationships with clients and internally 
Advanced Experience preferred
• Eight years of Security Operations Center support or equivalent demonstrated knowledge.
• Four year degree in Cyber security, Computer Science, Information Systems or related degree.
• CISSP, GCIH, CISM or equivalent cyber security certification

With Optiv you can expect:• A company committed to championing Diversity, Equality, and Inclusion through our Affinity groups including, Black Employee Network, Disabled Employee Network, Latino Employee Network, Optiv Pride (LGBTQIA+), Veterans Support Network, and Women's Network.• Work/life balance. We offer “Recharge” a flexible, time-off program that encourages eligible employees to take the time they need to recharge • Professional training resources, including tuition reimbursement• Creative problem-solving and the ability to tackle unique, complex projects• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities. • The ability and technology necessary to productively work remote/from home (where applicable)If you are seeking a culture that supports growth, fosters success, and moves the industry forward, find your place at Optiv! As a market-leading provider of cyber security solutions, Optiv has the most comprehensive ecosystem of security products and partners to deliver unparalleled services. Our rich and successful history with our clients is based on trust, serving more than 12,000 clients of varying sizes and industries, including commercial, government, and education. We have the proven expertise to plan, build, and run successful security programs across Risk Management, Cyber Digital Transformation, Threat Management, Security Operations - Managed Services, and Identity and Data Management.Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.