Charter Technology Solutions

Supervisor

• Oversee daily SOC operations and monitor the health of the alert and ticket queue
• Balance workloads across SOC team members to ensure efficient operations
• Act as Incident Commander during critical or high-impact security incidents
• Lead communications with customers, internal IT teams, and executive stakeholders during major incidents
• Ensure the team consistently meets SLAs for triage, response, escalation, and resolution
• Remove technical, operational, or cross-functional blockers impacting investigations
• Serve as the highest point of operational escalation for the team or shift
• Review handoff logs and ensure continuity across shifts
• Lead, coach, and develop SOC staff across multiple experience levels
• Conduct regular 1-on-1 meetings focused on performance, growth, and career development
• Manage shift schedules, coverage plans, on-call rotations, and time-off requests
• Build training plans and support skill development for junior and mid-level analysts
• Conduct regular QA reviews of closed, escalated, and high-impact tickets
• Ensure SOC documentation is accurate, complete, professional, and audit-ready
• Identify recurring quality issues or knowledge gaps across the team
• Provide clear, actionable feedback to improve analysis quality and communication
• Enforce the use of approved playbooks, SOPs, and standardized workflows
• Analyze SOC metrics such as time to triage, time to contain, response efficiency, and queue aging

SOC Supervisor