Job Description

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

The Cyber Security Operations Manager provides administrative expertise for the Cyber Security Operations Center activities, manages schedules for a team of employees, schedules 24 x 7 coverage, communicates company goals, policies, requirements, and deadlines to the team, motivates team members, provides assistance to management, including hiring and training, keeps management updated on team performance, and communicates concerns to management and team members.

Your Job:

• Manage a team of Cyber Security Specialists responsible for running day to day security programs
• Manage 24 x 7 schedule for resources in multiple time zones
• Assist with the team's hiring processes and new team member training
• Mentor and guide the professional and technical development of your team members
• Communicate job expectations, plan, monitor, appraise, and review job contributions
• Own your team's deliverables and product quality
• Minimize turnover and attrition for existing employees
• Help your team build relationships across functions and time zones to maintain team cohesion and morale
• Prepare and complete action plans, implement production, productivity, quality, and customer-service standards, resolve problems, complete audits, and identify trends
• Evaluate policies and procedures, analyze and improve organizational processes and workflow, and manage employee and space requirements
• Instill a spirit of continuous improvement in skills development, documentation, procedures, and expanding capabilities by leveraging automation
• Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures
• Develop and maintain process documentation, instantiating a culture of knowledge sharing, avoiding knowledge hoarding
• Manage equipment, consumables and software used by the team, including keeping detailed records, and advising management on ordering where necessary
• Conduct team meetings to update members on best practices and continuing expectations
• Provide encouragement to team members, including identifying areas for additional training or skills development
• Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance
• Communicate deadlines and goals to team members
• Help to develop project plans, establish and negotiate project timelines, coordinate project resources, and communicate with stakeholders
• Develop and maintain security Key Performance Indicators
• Develop strategies to promote team member adherence to company regulations and performance goals
• Participate in annual individual performance appraisals (IPAs) for team members
• Approve team members' time off requests
• Occasional travel to manage team collaboration activities
• Other duties as assigned
• Availability after hours for escalations

About You:

• 2+ years experience managing a technical team, preferably in a NOC or SOC or other 24 x 7 environment
• Experience using an internal and external ticketing system for ITIL-based incident, problem and change management
• Previous experience in troubleshooting day-to-day operational processes such as report generation, data verification, data correlation, etc.
• Excellent verbal, written, and documentation skills
• Methodical and creative approach to problem-solving
• Superior time management and prioritizing ability
• Strong relationship building skills
• Leadership and motivational skills
• Employee training experience
• Interviewing skills
• Customer service skills
• Negotiating skills
• Data processing skills
• Conflict management skills
• People management skills

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are personalized to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.