Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective resolution of escalations and the delivery of services as outlined in the Statement of Work (SOW). This position is pivotal in implementing organizational initiatives, overseeing operational hygiene, and enhancing customer satisfaction while driving profitability through automation and innovative frameworks.

Key Responsibilities

1. Ensure Timely Resolution Of Escalations By Leveraging Security Information And Event Management (Siem) Tools For Effective Security Event Analysis And Incident Response.
2. Oversee The Implementation Of Security Protocols And Operational Processes Within The Tower, Ensuring Adherence To Agreed Service Level Agreements (Slas) And Operational Standards.
3. Validate And Review Operational Reports Generated Through Siem And Soar Platforms, Ensuring Accuracy And Alignment With Service Delivery Expectations Outlined In The Sow.
4. Develop And Implement Customer Satisfaction Initiatives, Utilizing Feedback And Data Analytics To Create Frameworks That Enhance The Client Experience.
5. Drive The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Process Optimization Within Security Event Analysis And Operational Workflows.

Skill Requirements

1. Advanced Proficiency In Security Information And Event Management (Siem) And Security Orchestration, Automation, And Response (Soar) Tools.
2. Strong Understanding Of Security Event Analysis And Incident Management Processes.
3. Familiarity With Operational Metrics, Sla Compliance, And Reporting Standards.
4. Excellent Problem-Solving Skills And Ability To Drive Initiatives Independently.
5. Effective Communication And Stakeholder Management Skills.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Information Security Manager (Cism), Or Security+ Certification