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Tech Stack
Tools & technologiesCyber SecurityFirewallsITSM
About the role
Key responsibilities & impact- Build trust and relationships with customers through successful SOCaaS delivery
- Customer management ownership, including issue escalation and resolution
- Keeping all SOCaaS Management stakeholders informed of customer status
- Identify and lead the development and improvement of Service Delivery processes
- Ownership of all SDM process deliverables
- Coordinate directly with Pre-Sales teams with SOCaaS Proof-of-Concepts and Paid Customers onboarding
- Support SOCaaS service delivery to customers in different stages of requirement gathering, onboarding, delivery, and customer service maintenance
- Conduct regular service review meetings with customers to further improve their experience with SOC services
- Full end-to-end ownership of all customer Service Requests to completion, including escalation to SOCaaS Engineering and Operations teams
- Communicate with Fortinet internal stakeholders on project performance and project issues
- Contribute to the documentation of new and existing processes to deliver better customer experience
- Participate in internal meetings and provide project progress and customer status summaries
- Communicate customer concerns, questions, and conflicts to management and service delivery and supporting SOCaaS teams
- Collect customer feedback and work with Product owners on technology and service improvement opportunities to enhance SOCaaS features and benefits
- Generate status reports and schedule or attend meetings to disseminate appropriate information to stakeholders
Requirements
What you’ll need- 3+ years of experience in a customer facing service delivery and management leadership role within professional services or consulting organization
- Project Management expertise specifically demonstrated success managing multiple customers on a long-term basis
- Daily, weekly, monthly status reporting
- Demonstrated experience delivering project deliverables on-time through an iterative continuous improvement process
- Demonstrated understanding of Information Security and Data Protection requirements
- Strong understanding of network concepts, protocols, services and technologies
- Strong understanding of layered security at data, OS and network levels
- Familiar with SOC use case development and daily monitoring and operations
- Familiar with Cyber Kill Chain (Lougheed-Martin, MITRE)
- Familiar with Incident Response playbooks, processes, and procedures
- Familiar with Network and Security technologies such as Firewalls, SIEM, SOAR
- Experience with Fortinet products is preferred
- Experienced with log\data analysis, visualization, and management tools
- Familiar with Security Risk Assessment and Management
- Familiar with ITIL framework and have experience with ITSM platforms
- Familiar with security compliance standards and frameworks such as ISO27K and NIST Cybersecurity Framework
Benefits
Comp & perks- 100% company paid medical, dental, and vision coverage
- Health Spending Account
- Personal Spending Account
- Employee & Family Assistance Plan (EFAP)
- Critical illness, disability, and life insurance
- Group Registered Retirement Savings Plan (RRSP) with company match
- Competitive Paid Time Off and flexible leave policies
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementservice deliverycustomer managementdata analysisnetwork conceptssecurity technologiesSOC use case developmentincident responsesecurity risk assessmentITIL framework
Soft Skills
relationship buildingcommunicationproblem solvingcustomer servicestakeholder managementteam coordinationprocess improvementissue escalationfeedback collectionmeeting facilitation