Roles and Responsibilities

• Act as a technical Subject Matter Expert (SME) and mentor on information security system architecture and best practices
• Lead a team which creates and maintains solutions for managed security systems, maximizes system uptime, availability, and performance
• Foster and maintain a positive and productive relationship with key vendors
• Works closely with vendors on new product versions, features, and functionality
• Certifies and owns onboarding engineering procedure for new PCMS customers
• Handles engineering related customer escalations Monitor team ticketing system to ensure that tasks are accurate, viable, and completed within SLA guidelines
• Manage team on-call rotation after hours and on weekends, serving as a point of escalation as necessary
• Provide technical guidance and feedback to subordinates, to include training, performance review, and coaching
• Develop and coordinate training for team members to include custom, industry, and vendor-specific training
• Provide metrics to management
• Perform other duties as assigned
• Excellent communication skills, able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel

Required Technical and Professional Expertise

• Two years of experience within Managed Services
• Demonstrated experience managing small teams in a SOC environment
• Corporate computer networking, technical support, system administration, Windows, Unix/Linux Operating System administration and/or network security experience
• Possess the creativity and diplomatic tenacity to challenge the current model to improve efficiency and efficacy
• Proven experience in project management
• Experience and proficiency in supported vendor systems, certifications, and training
• Experience and proficiency designing and implementing vendor solutions
• Self-motivated, with ability to manage and follow up on multiple tasks simultaneously
• Strong analytical capabilities, problem solving skills, providing solutions in a systematic and clear manner, and easily understood by colleagues and customers
• Strong time-management skills