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- Bachelor's degree and four to 10 years' related experience or training, or equivalent combination of education and experience.
- Basic knowledge of networking and security best practices and techniques
- Basic knowledge of enterprise IT environments
- Prior management or team lead experience in a support type environment
- Shift scheduling
- Oversight and administration of professional development programs for analysts
- Quarterly performance reviews of analysts.
- Onboarding of new analysts
- Administering and monitoring training of new analysts during probationary phase.
- Mentoring and guiding new analysts in alert response, threat hunting, customer service, and other core duties of their position.
- Acting as on-shift duty-manager to receive customer escalations and issues
- Escalating issues and cases logged with vendors and partners.
- Monitoring overall analyst performance, including SLA performance, adherence to standard operating procedures, and ensuring the highest quality of work is maintained as a standard.
- Assisting in the development and refinement of analyst training programs and coordinate external or internal training for team members according to agreed-upon Individual Development Plans (IDP) for each team member.
- Identifying and offering feedback for continuous improvement to the team and the organization.
- Assisting in the development and refinement of departmental policies and procedures.
- Generating and maintaining reports for performance and compliance.
- Assisting and developing employee appreciation and recognition programs.
- Coordinating occasional team building and morale events.