DYOPATH

Network Operations

• Take ownership of incidents from detection through resolution, coordinating with internal teams and clients as needed.
• Troubleshoot and resolve complex security, network, systems, and cloud-related issues within assigned areas of responsibility.
• Perform root cause analysis to identify underlying causes of incidents and recommend corrective actions.
• Serve as an escalation point for unresolved alerts and incidents within your primary technical domain.
• Mentor and support SNOC Engineer I team members by sharing knowledge and assisting with technical development.
• Create, update, and enhance operational documentation, including standard operating procedures, investigation guides, and knowledge base articles.
• Collaborate with project and engineering teams to support implementation and integration of new technologies.
• Identify recurring operational issues and recommend process improvements to enhance reliability, efficiency, and service quality.
• Support security and compliance initiatives by ensuring operational activities align with frameworks such as CMMC, SOC 2, and ISO 27001.

SNOC Engineer II

Director

• Translate business strategy into revenue-generating technology solutions
• Shape, package, and monetize services that clients actively buy
• Build and evolve managed services that clients adopt, expand, and stay for
• Lead cross-functional teams that own outcomes, not just activity
• Influence company direction as a key member of the leadership team
• Direct line between your decisions and revenue growth
• Define and deliver a multi-year technology strategy aligned to growth, customer outcomes, and operational excellence
• Own and evolve our service catalog (offerings, SLAs, pricing, packaging)
• Partner with Sales and Marketing to bring solutions to market that resonate and sell
• Own or influence revenue growth, gross margin, and service profitability
• Provide senior sponsorship for the cybersecurity program
• Drive S/NOC performance, SLA delivery, and incident response
• Lead enterprise architecture across cloud, data, networking, and integration
• Act as a trusted advisor to internal leaders and clients
• Lead leaders across IT, architecture, operations, and security

Senior Director, Technology

Product Manager

• Own the end-to-end lifecycle of MSP and MSSP services from definition through optimization
• Define Ideal Customer Profiles (ICP) and Target Customer Profiles (TCPs)
• Segment offerings by customer size, vertical, and business unit
• Ensure alignment between what is marketed, sold, delivered, and supported
• Maintain a normalized product and service catalog
• Own all supporting documentation, including internal and client-facing materials
• Establish governance for documentation standards, templates, and approvals
• Develop and maintain cost models, pricing structures, and MSRP
• Continuously refine unit economics (ticket costs, delivery costs, infrastructure support)
• Partner with Delivery, Security Operations, and Implementation teams to define required roles, skills, and certifications
• Define and drive AI-enabled delivery strategies across services
• Build and communicate product roadmaps and release cycles

Accountant

• Provide accurate and timely financial support across the organization.
• Support the monthly close process by preparing journal entries and completing assigned close activities.
• Prepare and reconcile bank statements and balance sheet accounts, identifying and resolving discrepancies.
• Maintain accurate and complete financial records in compliance with company policies and accounting standards.
• Respond to general ledger and accounting inquiries from internal stakeholders in a timely and professional manner.
• Support internal and external audits by preparing required documentation and responding to requests.
• Provide backup support for accounts payable, billing, or other accounting functions during peak times or absences.
• Assist with special projects, reporting initiatives, and process improvements.
• Prepare annual 1099 forms accurately and timely.
• Maintain strong knowledge of accounting processes to support efficient and accurate financial reporting.
• Perform other duties as assigned.

Staff Accountant

Analyst

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow‑up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self‑directed learning
• Participate in special projects as assigned

Service Desk Level 1 Analyst – Evenings

Service Desk Analyst, Level 1

• Monitor and triage alerts across security, network, systems, and cloud environments.
• Perform initial troubleshooting and document findings clearly.
• Escalate incidents to SNOC Engineer II or senior teams when resolution exceeds Tier I scope.
• Follow established Standard Operating Procedures (SOPs) for routine tasks.
• Maintain accurate and thorough ticket documentation.
• Assist with updating SOPs and knowledge base articles.
• Support operational reliability through consistency, communication, and teamwork.
• Performs initial review of security alerts and escalates indicators of compromise.
• Assists with monitoring SIEM and EDR alerts.
• Follows predefined workflows for triage and documentation.
• Supports proactive security initiatives through data collection and basic analysis.
• Works with Engineer II team members to learn investigative techniques.
• Collaborates with internal teams as directed for remediation actions.

SNOC Engineer I, Mexico

• Provide advanced technical support for escalated issues across desktops, laptops, printers, mobile devices, software, and networks
• Troubleshoot and resolve complex incidents, escalating to specialized teams when necessary
• Identify root causes of recurring issues and partner with IT teams to implement solutions
• Mentor and support Level 1 analysts, helping improve troubleshooting and customer service skills
• Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction
• Conduct follow-ups with users to confirm issues are fully resolved
• Continuously expand your technical expertise through certifications and hands-on learning
• Contribute to special projects and initiatives to improve service delivery

Service Desk Level II Analyst

Security Engineer

• Lead execution and contribute to the development of an enterprise-wide cybersecurity strategy aligned to business objectives
• Develop and maintain a cybersecurity roadmap addressing evolving threats, regulatory needs, and growth priorities
• Establish and oversee security policies, standards, and frameworks (e.g., NIST, HIPAA, ISO 27001, SOC 2)
• Identify and manage organizational risk, advising leadership on risk posture and mitigation strategies
• Serve as a customer-facing cybersecurity leader in sales, presentations, and executive discussions
• Oversee internal cybersecurity programs, vendor risk, and compliance initiatives
• Partner with delivery and product teams to embed security into services and solutions
• Manage cybersecurity vendors, partners, and service providers
• Build a culture of security awareness, continuous learning, and proactive risk management
• Mentor teams and influence cross-functional collaboration across engineering, operations, and leadership

Director of Cybersecurity

Service Desk Level 1 Analyst – 3rd Shift

Manager

• Serve as the primary technical point of contact and client liaison, owning the end‑to‑end technical partnership between DYOPATH and assigned customers.
• Perform comprehensive discovery of client environments during onboarding to ensure a complete understanding of infrastructure, systems, and risks.
• Develop strategic technology recommendations that advance IT maturity and support long‑term business objectives.
• Provide expert guidance on technologies and managed services that help clients gain a competitive advantage.
• Collaborate across DYOPATH departments to address service requests, escalations, billing concerns, and relationship matters.
• Partner closely with Account Management and Solution Engineering to scope opportunities and participate in technical discovery and planning calls.
• Manage service levels through ongoing collaboration, feedback, and identification of training or improvement opportunities.
• Conduct regular risk assessments, helping clients identify, prioritize, and mitigate technology risks.
• Own and manage escalations and quality incidents, including root cause analysis and corrective action planning.
• Act as the key technical contact during major incident and problem management events.
• Ensure DYOPATH delivers agreed‑upon value, metrics, and outcomes—and that customer perception aligns with performance data.
• Resolve complaints proactively and track all processes related to client satisfaction and expectations.
• Maintain a structured cadence of onsite visits, remote check‑ins, and internal alignment meetings with DYOPATH stakeholders.