Role responsibilities:

• Work with Customers to rapidly assess Cyber Security Incidents that are escalated to Secureworks
• Manage urgent and critical interactions with Customer technical staff
• Maintain professional, calming, and authoritative presence in crisis situations
• Monitor several communication channels for incoming emergency response service requests
• Take ownership of, triage, and update tracking systems for service requests
• Gather contextual information from multiple sources to establish a service request course of action
• Meet service level agreements regarding initial response time and client notification as it pertains to Secureworks IR and managed XDR services
• Facilitate communications with customers and service delivery specialists to assess scope, objectives, and required skillsets for IR service requests
• Provide instructions in written and oral formats to customers for media handling and artifact collection that are required for IR service requests
• Provide internal stakeholders the necessary information for decision support and situational awareness on service request intake activities
• Provide written and verbal handovers to an escalation team of senior responders or regional teams that the role will collaborate with  
• Support the development and documentation of process and tooling improvements for efficient and effective response to MDR service requests

Qualifications:

Knowledge, Skills, and Abilities:

• Excellent technical communication skills (oral and written) including experience briefing executive management and experience in times of crisis
• Theoretical and practical knowledge in the following areas:

– Windows and Linux operating systems

– Exploits, vulnerabilities, intrusion vectors, and malware

– Host forensics, network forensics, and malware analysis techniques

– Network traffic analysis, endpoint activity analysis, and log analysis techniques

– Understanding of enterprise cyber incident management and response processes

– Understanding of enterprise cybersecurity controls and failure modes

– Working knowledge of modern Enterprise Detection and Response (EDR) tools

• Excellent organization and resource management skills
• Excellent capability to prioritize multiple and concurrent urgent tasks
• Excellent customer service skills and ability to quickly establish technical credibility and rapport with clients

Experience

• Minimum five (5) years of experience in cybersecurity operations or IT/Network Security Engineer
• Minimum three (3) years in a client facing support role (Security Engineer, Client Services, Consulting, Professional Services)
• Professional degree relevant to cybersecurity
• GCIH, GCFE, GCFA, GREM or similar certifications