355-10-0649 Senior Manager - Dedicated Teams

SecureWorks is a market leading provider of world-class information security services with over 2,800 clients worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, including more than ten percent of the Fortune 500, rely on SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong client service, award-winning security technology and experienced security professionals makes SecureWorks the premier provider of information security services for any organization. Positioned in the Leader’s Quadrant of Gartner’s Magic Quadrant for MSSPs, SecureWorks has also won SC Magazine's "Best Managed Security Service" award for 2006, 2007, 2008 & 2009.

Position Summary
This is a management position with high visibility and significant responsibility supporting all SecureWorks clients receiving SecureWorks Managed Security Services.  This individual is responsible for providing management, leadership, and mentorship to technical and non-technical personnel within an Operations environment as they support clients with any of their service requests related to the management and monitoring of security technology such as Juniper, Checkpoint, and Cisco.  In addition to supporting all aspects of operational support this individual will also be responsible for supporting all administrative tasks related to supporting internal reporting employees which include, but are not limited to, annual performance reviews, compiling budgets and managing to those budgets, building and supporting service performance metrics, and developing a career growth path.   

Essential Duties & Responsibilities

• Manage a dedicated engineering team consisting of Project Managers and Engineers
• Manage the overall client relationship within all aspects of the delivery of their MSS services
• Create and review all Root Cause Analysis documentation presented to the client outlining concerns with their MSS services
• Act as client’s liaison with SecureWorks Product Management /Development organization to support their service enhancement requests
• Ability to work outside of business hours based on client and operational needs
• Provide client training to SecureWorks Security Operations Center to keep them up to date on all client standard operating procedures
• Work as client’s liaison when working with their technology vendors to troubleshoot an issue related to their managed hardware/software
• Work with client to process and review any questions related to their billing process
• Work with client to review their performance metric needs and executing on filling those needs
• Work with the client’s auditing department to complete all required security audit questionnaires related to the services that SecureWorks provides
• Work with SecureWorks Security Operations Center Managers to roll out newly assigned processes on behalf of the client and repair any existing processes that are not scalable operationally
• Perform on site quarterly reviews providing an overview of the deployment of the client’s MSS services
• Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management.
• Provide on-call support for Operations
• Periodically travel to client premise as required

Additional Responsibilities

• Perform other essential duties as assigned

Knowledge, Skills, & Abilities

• Excellent written and verbal communication skills
• Excellent Microsoft office skills including advanced knowledge of MS Excel and PowerPoint
• Excellent interpersonal skills with the ability to interact professionally with all levels within the organization
•  A proven history to provide detailed, thorough deliverables in a timely manner 
•  Being able to work in a high pressure, fast paced environment with rapidly shifting priorities 

Education & Experience

• Bachelors Degree and/or 10+ equivalent experience in related field
• Experience managing senior engineering teams
• Experience managing enterprise client service relationships
• Experience in capacity planning staffing to cover a 7x24 engineering operation
• Experience with creating/maintaining operational documentation as required
• Experience with presenting service performance data to an external client as required 

*SecureWorks is an Affirmative Action/Equal Opportunity Employer.

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