Fenix24

• Set and maintain operational strategy, standards, and performance benchmarks across all managed service lines and the NOC • Monitor service metrics and ensure SLA compliance across all client accounts, enterprise and SMB • Identify operational trends and drive initiatives for automation, efficiency, and service quality improvement • Own data center operations and delivery platforms, ensuring reliability, capacity planning, and security compliance • Serve as the senior escalation owner for complex or high-impact technical and operational issues • Serve as the senior delivery owner for enterprise and SMB client relationships, satisfaction, and retention • Manage delivery P&L for assigned accounts, proactively identifying risks, cost overruns, and growth opportunities • Lead and participate in regular business reviews with clients to assess service health, alignment, and roadmap • Partner with the implementation team to oversee onboarding of new clients and ensure smooth transition into steady-state operations • Establish and maintain clear escalation paths, serving as the final escalation point for client-impacting issues • Define and maintain technical strategy and operational standards for all service-aligned technical teams • Partner with the Sr. Manager of Technical Services to translate technical capabilities into service-ready features • Oversee engineering best practices, standards, and documentation discipline across all service lines • Provide senior technical leadership on complex challenges and architecture decisions that affect service delivery • Partner with Product/Service to evaluate and prioritize new service features and capabilities • Integrate learnings from client feedback, incident data, and market trends into ongoing service improvements • Champion a culture of data-driven decision-making, engineering excellence, and continuous improvement • Lead, develop, and retain two Senior Managers (Technical Services and Network Operations) and their extended teams • Set clear performance expectations, provide regular coaching, and conduct structured performance reviews • Partner with P&C and VP to recruit top technical and operational talent as the organization scales • Foster a culture of accountability, collaboration, client focus, and continuous improvement across all teams • Support career development and succession planning across the managed services leadership team

• Perform engineering tasks in support of identity protection services • Handle client satisfaction escalations and incidents • Install, configure, and audit identity protection platforms and applications • Review and consult on product, solution, and client change control requests • Understand the client’s end goals and help create a plan to achieve them • Perform other tasks as needed to support Identity Protection Practice Group initiatives • Participate in an on-call rotation

• Lead client-facing technical architecture and design workshops • Implement complex technical security backup platform and application solutions with minimal supervision • Resolve implementation-related technical issues • Work closely with Project Managers on defining task details, timelines, status updates, and working within project scope • Understand project scope definition, validation, and deployment of services • Maintain an exhaustive understanding of the Technical Directives for Conversant Group product and service offerings • Act as a SME for Conversant Group’s managed backup, storage, and application security solutions portfolio • Assess and remediate (harden) backup, storage, and cloud storage technologies • Assist the Managed Protection Team in handling client tickets and promoting problem solving when required • Assist the Assessments Team on client technology shoulder surfing sessions when applicable • Provide mentoring and be a technical escalation for team members • Maintain select vendor technical certifications • Provide client education for deployed solutions • Collaborate with clients, partners, and vendors to aid in the successful deployment of security solutions

• Draft, review, and negotiate sales and purchase agreements, NDAs, partner and reseller agreements, and other contracts. • Create proposed terms for new software, consulting, or security services; must have a familiarity or ability to find and identify best approaches. • Track master set of forms and ensure other teams are using current versions. • Be responsible for corporate records for our various affiliated entities, so that they are well organized, easy to locate, and up to date. • Collaborate with multiple teams to help create and maintain a contract management system including by helping define key information to track for each contract, listing non-standard terms or unique concessions in a concise, clear way, developing systems for notifying team members of actions needed, and organizing documents. • Support GC on a variety of projects as requested. • Additional duties as assigned.

• Serve as the principal technical advisor to large enterprise clients on all matters related to backup, recovery, and data resiliency strategy • Lead executive-level workshops, discovery sessions, and strategic roadmap discussions with client CIOs, CTOs, and senior infrastructure leadership • Clearly articulate the business value and risk implications of backup and recovery strategies to both technical and non-technical stakeholders • Build trusted, long-term relationships with client stakeholders • Design and lead the development of enterprise-grade backup and recovery architectures across on-premises, cloud (AWS, Azure, GCP), and hybrid environments • Define and govern Recovery Time Objectives (RTO), Recovery Point Objectives (RPO), and resiliency tiers in alignment with business criticality and compliance requirements • Perform direct, hands-on configuration, administration, and optimization of enterprise backup platforms (e.g., Cohesity, Rubrik, Commvault, Veeam, Veritas NetBackup, Dell EMC NetWorker/Avamar, IBM Spectrum Protect) • Develop automation scripts and operational tooling (PowerShell, Bash, Python) to improve efficiency, reporting, and reliability of backup operations • Develop comprehensive DR runbooks, playbooks, and tabletop exercise frameworks for critical systems and applications • Serve as a technical mentor and coach to junior, mid-level, and senior backup and infrastructure engineers

• Assist in the design and deployment of network solutions for project-based work, including Cisco switches, Fortinet and Palo Alto firewalls, and SD-WAN. • Gather requirements and assist in scoping project engagements, collaborating with senior engineers and the PMO. • Provide support for customers' existing network environments, including troubleshooting and maintenance. • Participate in M&A activities by assisting in the integration of networks, systems, and applications. • Implement network security measures, including firewall policies, VPNs, and Wi-Fi 802.1x. • Collaborate with senior engineers and the PMO to execute network projects and implement network changes. • Assist in cloud networking tasks in Azure and AWS, including connectivity and security configurations. • Maintain network documentation, including configurations and topology diagrams. • Stay updated with industry trends and provide support and recommendations to clients.

• Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery. • Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation. • Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce. • Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities. • Create, track and report on all Managed Protection services to ensure clients are receiving maximum value. • Own and optimize CS technology stack to enhance customer interactions and reporting. • Work with Business Intelligence teams to integrate data sources and improve automation of key processes. • Partner with our battalions to ensure a seamless customer experience from onboarding to renewal. • Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies. • Support leadership with quarterly business reviews • Additional responsibilities as assigned.

• Perform engineering tasks to maintain operational readiness of endpoint protection solutions • Install, configure, and audit endpoint protection solutions • Handle client incidents and escalations • Review and consult on product, solution, and client change control requests • Understand the client’s end goals and help create a plan to achieve them • Participate in an on-call rotation

• Maintain efficient processes for receiving and validating timekeeping data, pay rate changes, and deductions. • Review timecards and payroll inputs for completeness, accuracy, and compliance with applicable wage and hour regulations. • Process bi-weekly U.S. and applicable international payroll cycles through payroll systems and/or third-party providers. • Ensure employees are paid accurately and on time via direct deposit or applicable methods. • Respond to employee inquiries regarding pay, deductions, taxes, benefit payroll contributions and deductions, and statutory entitlements. • Process wage garnishments, child support orders, and statutory deductions in compliance with jurisdictional requirements. • Prepare and process off-cycle, manual, and special payments (e.g., severance, corrections, bonuses). • Coordinate payroll data for benefit deductions, including but not limited to retirement plans and insurance programs. • Ensure compliance with required global payroll legislation and tax regulations. • Register the company in new states for withholding, unemployment insurance, and workers’ compensation as needed. • Prepare and submit payroll-related filings and reports, including quarterly and annual tax forms. • Prepare, review, and submit bi-weekly 401(k) withholding reports to the Plan Administrator following each payroll cycle; ensure timely and accurate remittance of employee and employer contributions in compliance with plan documents and ERISA requirements. • Reconcile 401(k) contributions between payroll system, general ledger, and plan provider; investigate and resolve variances. • Support annual 401(k) audits and nondiscrimination testing by providing required payroll and contribution data. • Serve as the primary contact for payroll-related audits and inquiries. • Assist with Finance functions and People & Culture projects as required. • Other duties as assigned.

• Own full-cycle global recruitment for all four Fenix24 battalions • Build and execute sourcing strategies for highly specialized cybersecurity roles. • Source passive candidates through proactive means • Implement and manage an ATS to ensure pipeline visibility, data integrity, and accurate reporting for leadership. • Partner directly with hiring managers across all battalions to define role requirements, design interview processes, create scorecards, and ensure efficient, consistent hiring decisions. • Support the full transition from the current RPO provider, including active pipeline migration, candidate relationship continuity, and vendor wind-down. • Own offer management end-to-end, including compensation benchmarking, negotiation, and closing candidates in a highly competitive cybersecurity talent market. • Manage our employee referral program that leverages Fenix24’s network of battle-tested specialists to generate high-quality inbound talent. • Deliver weekly and monthly hiring metrics to leadership covering time-to-hire, cost-per-hire, pipeline conversion, offer acceptance rates, and sourcing channel effectiveness. • Other duties as required.