Manager (Shift Manager) - CSOC

Overview

The Shift Manager will lead daytoday operations for the CSOC shift team, ensuring highquality monitoring, timely incident response, and clear communications with cybersecurity stakeholders. You'll supervise analysts, maintain operational readiness, and drive continuous improvements to analysis processes.Top 3 impacts you'll own:Ensure timely identification, escalation, and containment of security incidents to minimize risk to business operations and network infrastructure.Maintain shift-level situational awareness and produce accurate, actionable reporting (Daily Reports, Metrics, Advisories) for leadership and peers.Improve CSOC effectiveness through quality control, playbook updates, and process improvements.

- Ensure that the CSOC analysts provide 24x7x365 monitoring and response to cyber events, and ensures any requirements and SLAs are met daily.

- Maintain ticket and investigation quality control and oversight for all functions for the CSOC shift.

- Ensure continuity of operations, coordinate shift turnover information, and conduct appropriate briefings to provide all updates, assignments, training, and uniform compliance.

- Ensure proper escalation, briefings, and communication of cyber events between CSOC analysts and to leadership as required.

- Support the development, revision, maintenance, and implementation of CSOC processes, protocols, systems, and metrics.

- Liaison with SMEs, business groups, the Network Operations Center, and external entities to inquire for information, escalate alerts, and facilitate communication.

- Coordinate with other sections in Information Security as needed to support projects, disseminate information, and implement processes supported by the CSOC.

- Directly assist in assessing, developing, maturing, and training the capabilities of the CSOC, this includes the maturation of people, processes, and technology.

Qualifications

Required Education/Experience

- Bachelor's Degree and Minimum three (3) years of experience in IT or relevant field or

- Associate's Degree and Minimum five (5) years of experience in IT or relevant field or

- High School Diploma/GED and 2 Years in Field Ops planner title and 7 years' work experience.

Preferred Education/Experience

- Bachelor's Degree preferably in Computer Science, cybersecurity, IT, or related degree.

Relevant Work Experience

- Previous cybersecurity experience required.

- Knowledge of Splunk preferred.

- Good understanding of industry standard policy, processes and procedures covering incident, problem and change management is preferred.

- Previous experience in a NOC, Control Center, or CSOC environment is preferred.

- Expertise in cybersecurity incident response or related field, preferred.

Skills and Abilities

- Strong verbal communication and listening skills

- Ability to lead/manage others

- Possesses flexibility to work in a fast paced, dynamic environment

- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Licenses and Certifications

- Driver's License Required

Physical Demands

- Ability to push, pull, and lift up to 25 pounds

- Sit or stand to answer a phone for the duration of the workday

- Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

- Ability to read small print and symbols

- Work rotating shifts, including nights, midnights, weekends and holidays

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.