Defeat Cyberattacks
MDR Operations Performance Analyst
Location
United States
Posted
5 days ago
Salary
$86K - $143K / year
Seniority
Senior
Job Description
MDR Operations Performance Analyst
Sophos
• Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations. • Gain insight into the customer experience through direct and indirect customer interactions. • Translate customer experience insights into defined operational gaps (e.g., training, documentation, process) and drive alignment on corrective actions. • Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities. • Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance. • Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention. • Collaborate across teams to understand external drivers that affect service delivery. • Assess change management impacts to service teams, identifying risk and outlining readiness goals. • Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement. • Develop and revise policies, guidelines, and other documentation as needed and as related to the role. • Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis. • Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes. • Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics. • Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences. • Continuously improve the maturity of our quality assurance program.
Job Requirements
- Previous experience in Security Operations with MSSP or MDR providers.
- At least 5 years of cumulative experience in security analyst, soc leadership and/or roles responsible for operational reporting.
- The ability to take complex and disconnected data and create actionable insights.
- Experience building metrics with data visualization tools (e.g., Grafana, PowerBI).
- Working literacy of AI tools (e.g., Copilot, GPT) with an understanding of their strengths, limits, and appropriate use.
- Experience using AI in workflows to analyst data, identify insights, and improve efficiency.
- Excellent written and verbal communication skills.
- A passion for problem solving.
- Great attention to detail.
- Ability to work effectively in a fast-paced, dynamic work environment.
Benefits
- Sophos operates a remote-first working model, making remote work the primary option for most employees.
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing
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