Job Description
Role Summary
As an MDR Operations Performance Analyst, you will transform operational data into actionable insights that drive performance improvement and strategic decision-making. By identifying trends, uncovering opportunities, and monitoring key metrics, you will play a critical role in enhancing efficiency, effectiveness, and continuous improvement across our service delivery.
Responsibilities
What You Will Do
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Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations.
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Gain insight into the customer experience through direct and indirect customer interactions.
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Translate customer experience insights into defined operational gaps (e.g., training, documentation,
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process) and drive alignment on corrective actions.
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Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities.
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Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance.
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Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention.
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Collaborate across teams to understand external drivers that affect service delivery.
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Assess change management impacts to service teams, identifying risk and outlining readiness goals.
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Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement.
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Develop and revise policies, guidelines, and other documentation as needed and as related to the role.
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Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis.
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Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes.
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Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics.
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Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences.
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Continuously improve the maturity of our quality assurance program.
What You Will Bring
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Previous experience in Security Operations with MSSP or MDR providers.
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At least 5 years of cumulative experience in security analyst, soc leadership and/or roles responsible for operational reporting.
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The ability to take complex and disconnected data and create actionable insights.
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Experience building metrics with data visualization tools (e.g., Grafana, PowerBI).
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Working literacy of AI tools (e.g., Copilot, GPT) with an understanding of their strengths, limits, and appropriate use.
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Experience using AI in workflows to analyst data, identify insights, and improve efficiency.
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Excellent written and verbal communication skills.
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A passion for problem solving.
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Great attention to detail.
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Ability to work effectively in a fast-paced, dynamic work environment.
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