Note: The job is a remote job and is open to candidates in USA. Sophos is a cybersecurity leader defending organizations globally with an AI-driven platform. As an MDR Operations Performance Analyst, you will transform operational data into actionable insights that drive performance improvement and strategic decision-making.
Responsibilities
- Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations
- Gain insight into the customer experience through direct and indirect customer interactions
- Translate customer experience insights into defined operational gaps (e.g., training, documentation, process) and drive alignment on corrective actions
- Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities
- Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance
- Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention
- Collaborate across teams to understand external drivers that affect service delivery
- Assess change management impacts to service teams, identifying risk and outlining readiness goals
- Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement
- Develop and revise policies, guidelines, and other documentation as needed and as related to the role
- Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis
- Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes
- Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics
- Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences
- Continuously improve the maturity of our quality assurance program
Skills
- Previous experience in Security Operations with MSSP or MDR providers
- At least 5 years of cumulative experience in security analyst, soc leadership and/or roles responsible for operational reporting
- The ability to take complex and disconnected data and create actionable insights
- Experience building metrics with data visualization tools (e.g., Grafana, PowerBI)
- Working literacy of AI tools (e.g., Copilot, GPT) with an understanding of their strengths, limits, and appropriate use
- Experience using AI in workflows to analyst data, identify insights, and improve efficiency
- Excellent written and verbal communication skills
- A passion for problem solving
- Great attention to detail
- Ability to work effectively in a fast-paced, dynamic work environment
Benefits
- Bonus eligibility
- A comprehensive benefits package
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing
Company Overview