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Technical Engagement Manager

Description of Duties

The XXXX GSOC (Global Security Operations Center) is responsible for the information security of XXXX Enterprise and Government clients. The GSOC provides managed services to prevent and respond to computer security incidents, to comply with various Customer Requirements, Federal and State privacy, and security laws and regulations and to comply with contracts that include information security requirements. The GSOC Team also leads information security initiatives to protect XXXX confidential information, including intellectual property, as well as research and personal information.


As a member of the Solutions Integration Team, the Technical Engagement Manager is responsible for the on-boarding of new customers, new products, and new services, including the coordination of customer-specific activities and processes with XXXX standards. This also involves collaboration with GSOC Operations Management and Sales teams to ensure that systems are implemented and operating in accordance with a) customer requirements, b) best practices and c) XXXX Policies and Federal and State laws and regulations.


This position calls for a high level of integrity, good judgment, knowledge concerning issues of privacy and confidentiality, excellent oral and written communication skills, and the ability to work as an independent, productive, responsible, self-motivated member of a team in high pressure situations while maintaining a calm, customer-friendly perspective.


Job Description

Core Duties:

Manage customer engagement planning and kickoff meetings
Schedule and lead technical on-boarding and customer process integration/development meetings
Develop and manage onboarding project plans
Produce meeting minutes, status reports, and executive briefings during the course of project planning and implementation
Tailor Requirements Gathering documents and assure completion by customers
Liaise with customers, Security Operations, Sales and Channel/vendor Partners as required to ensure solutions are implemented according to contract specifications and to handle any delivery issues or questions that may arise
Develop and deliver Operational Readiness Document (Playbook) to customers and Operations Staff
Author knowledge base articles and brief and train internal support staff on customer specifications
Coordinate with security engineers to ensure new products and services are documented and operationalized before turnover to Operations



Technical Skills Required:

Knowledge of IT and networking concepts, ideally with experience in multi-platform environments
Working knowledge of IT Security operations
Strong oral and written communication skills including the ability to create knowledge content, project metric reports, communication plans, and change control documents  
Strong analytical skills and problem solving ability
Knowledge of technical project management methodology               
Excellent organizational skills and the ability to manage multiple tasks accurately and efficiently

Interpersonal Skills Required:

Customer-focused, with the ability to rapidly adapt to and assimilate different customer requirements and scopes and learn new technologies
Ability to interface with and effectively communicate technical concepts, policies, and procedures to individuals with a wide range of expertise and backgrounds
Ability to multitask and possess time management/prioritization skills
A high level of integrity, excellent judgment and knowledge concerning issues of privacy
Ability to work as an independent, productive, responsible, self-motivated member of a collaborative team 
Ability to manage time-sensitive challenges as they arise, effectively utilizing work and project plans to manage deadlines



Bachelor’s Degree in an IT or business related field, or equivalent work experience
Minimum of 3 years IT, networking, and/or security support experience
1 - 2 years of experience in a technical project management or customer care role preferred
Professional certifications from bodies such as CompTIA, GIAC and/or other information security certifications highly desired
General IT related certifications also desired

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