MDR Operations Performance Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate closely with SOC analysts and leadership to gain a comprehensive understanding of the evolving workflows in security operations.

• Acquire insights into customer experiences through both direct and indirect interactions.

• Convert customer experience insights into identified operational deficiencies (such as training, documentation, and processes) and promote alignment on remedial actions.

• Evaluate end-to-end workflows to pinpoint cross-functional gaps, inefficiencies, and opportunities for improvement.

• Monitor and validate the effects of improvement initiatives to ensure that changes yield measurable benefits in customer experience and performance.

• Anticipate emerging risks and trends in performance or customer experience to facilitate early intervention.

• Collaborate with various teams to understand external factors impacting service delivery.

• Assess the impact of change management on service teams, identifying risks and outlining readiness objectives.

• Discover opportunities for enhancement in quality, performance, efficiency, and consistency within service delivery, and provide detailed recommendations for measurable improvement.

• Create and update policies, guidelines, and other documentation as necessary in relation to the role.

• Thoughtfully incorporate AI solutions into all relevant aspects of operational performance analysis.

• Define and refine performance metrics to ensure alignment with customer experience, quality, and operational results.

• Perform thorough root cause analyses when unexpected deviations in performance are not reflected in our existing metrics.

• Convey complex information clearly and confidently across verbal, written, and visual formats, customized for diverse leadership audiences.

• Continuously enhance the maturity of our quality assurance program.

⛳️ Requirements

• Prior experience in Security Operations with MSSP or MDR providers.

• Minimum of 5 years of combined experience in security analyst roles, SOC leadership, and/or operational reporting responsibilities.

• Capability to transform complex and fragmented data into actionable insights.

• Experience in developing metrics using data visualization tools (e.g., Grafana, PowerBI).

• Familiarity with AI tools (e.g., Copilot, GPT) and an understanding of their strengths, limitations, and appropriate applications.

• Experience utilizing AI in workflows to analyze data, uncover insights, and enhance efficiency.

• Exceptional written and verbal communication skills.

• A strong passion for problem-solving.

• Keen attention to detail.

• Ability to thrive in a fast-paced, dynamic work environment.

🏝️ Benefits

• Sophos implements a remote-first working model, making remote work the primary option for most employees.

• Employee-led diversity and inclusion networks that foster community and provide education and advocacy.

• Annual charity and fundraising initiatives along with volunteer days for employees to support local communities.

• Global employee sustainability initiatives aimed at reducing our environmental impact.

• Global fitness and trivia competitions to keep our bodies and minds active.

• Global wellbeing days for employees to unwind and recharge.

• Monthly wellbeing webinars and training sessions to promote employee health and wellbeing.