• The Cyber Detection and Response Team Lead will play a pivotal role in building and leading a world-class Detection and Response Team (DART) for a major client of Control Risks. • This is a hands-on technical leadership role responsible for standing up the team from the ground up; developing strategy, building capabilities, and leading a team of security professionals to proactively detect, investigate, and respond to cyber threats across the client's environment. • This position works in close partnership with the client's Security Engineering team to ensure detection and response capabilities are deeply integrated into the broader security architecture. • The Team Lead provides technical direction and operational oversight on all detection and response matters, ensuring the protection of the client's systems, networks, data, and cloud environments. • The role supports a strong first-line ownership model by partnering with technology and business stakeholders to embed security into planning, development, and operational activities. • Work closely with client stakeholders and the Security Engineering team, build, manage, and scale a Cyber Detection and Response Team (DART) from the ground up. • Define and implement the DART's operational model, including tiered escalation paths, on-call rotations, and coordination protocols with Security Engineering, IT, Legal, Risk, and other business stakeholders. • Lead the development of Standard Operating Procedures (SOPs) for detection and response activities, including tooling integration, reporting lines, and out-of-hours incident protocols. • Establish and continuously refine incident response playbooks aligned to the MITRE ATT&CK framework and the client's specific threat landscape. • Serve as Incident Commander for critical and high-severity cyber security incidents, directing technical response across forensics, network, endpoint, cloud, and identity workstreams. • Lead on managing the most severe cyber security incidents, including supporting responders with reporting, executive updates, root cause analysis, and remediation recommendations. • Oversee the triage of cyber events, ensuring rapid identification, investigation, containment, and remediation. • Lead proactive threat hunting operations to identify potential compromises, undetected adversary activity, and gaps in detection coverage. • Integrate threat intelligence into DART workflows and leverage intelligence to inform response and prevention strategies. • Conduct regular check-ins, provide coaching and feedback, manage performance reviews and improvement plans, and support career development with the members of your team. • Serve as the main liaison between team members and the ECS program management team, ensuring timely program and personnel updates and controlling quality on client deliverables. • With the support of the Talent Acquisition team, participate in hiring processes ensuring team resourcing aligns with client expectations and program needs. • Lead onboarding tasks (e.g., joiner tickets, scheduling, equipment, success plans), manage offboarding logistics and leaver tickets, and ensure operational continuity. • Manage team schedules, approve PTO, ensure timesheet compliance, and maintain a consistent high-quality service to the client. • Working closely with the ECS program management team, align on overall program strategy and priorities to create clear, actionable team deliverables.

• The Senior Associate, Service Delivery is responsible for maintaining and supporting client benefits websites, documenting and executing benefits-related processes, and providing advanced operational and technical support to clients and the bswift service center. • This role plays a key part in client implementations, issue resolution, continuous improvement efforts, and mentoring team members—while consistently modeling bswift’s core values. • Consistently demonstrate bswift’s core values: Deliver Superior Service, Embrace Accountability, Pursue Excellence, and Be a Great Place to Work. • Resolve client issues by responding to inquiries regarding bswift products, leveraging research and internal systems to identify solutions. • Triage client tickets and inquiries (email and voicemail) within 24 hours, maintaining ownership through resolution, including escalation support and proactive client updates. • Communicate proactively and professionally with clients using a positive, solution-oriented approach. • Maintain a thorough understanding of all internal systems to support general and specialized client requests. • Support and provide technical guidance during the implementation of new client benefits websites. • Maintain and update client sites as requirements change, including benefit class matrices, requirements documentation, rates, permissions, field options, site text, and question logs. • Perform quality assurance testing on client sites; track, monitor, and support issue resolution. • Manage workflow related to the setup and ongoing maintenance of carrier and payroll feeds. • Prepare and deliver technical and product presentations, demonstrations, and trainings, including open enrollment demos, plan changes, site text updates, and release functionality. • Lead and create agendas for client meetings, as required. • Identify and help drive continuous process improvements and operational efficiencies. • Develop and implement fulfillment procedures. • Coach and mentor team members; share insights, ideas, and customer needs across bswift teams throughout the product lifecycle. • Assist with sales and marketing activities, as needed. • Support special projects and additional responsibilities as assigned.

• Communicate effectively with German-speaking customers by phone, email and chat to clarify questions and provide support. • Ensure a high level of customer satisfaction by understanding and meeting customer needs quickly and professionally. • Resolve customer issues using problem-solving skills and by collaborating with relevant internal teams. • Maintain accurate, detailed records of customer interactions in our customer relationship management (CRM) system. • Stay informed about the company's products, services and policies to serve customers effectively. • Contribute to a positive team environment and share insights to improve overall customer support quality.

• Manage a group of around 10 to 12 remote support agents • Act as the main point of contact for your team • Offer coaching and support on day-to-day challenges • Monitor and drive performance metrics (KPIs) • Conduct training on tools, soft skills, and support channels • Collaborate with departments like Training, Quality Assurance, and HR • Conduct interviews and support onboarding for new members