Shift Lead Technical Operations

At Arctic Wolf were not just navigating the cybersecurity landscape - were redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: weve earned recognition on theForbes Cloud 100 CNBC Disruptor 50 Fortune Future 50 and Fortune Cyber 60lists and we recently took home the2024 CRN Products of the Yearaward. Were proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRNs Products of the Year award in the inaugural Security Operations Platform category. Join a company thats not only leading but also shaping the future of security operations.

Our mission is simple: End Cyber Risk. Were looking for a Shift Lead Technology Operations Specialist to be part of making this happen.

Arctic Wolf with its unicorn valuation is the leader in security operations in an exciting and fast-growing industrycybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.

Our mission is simple: End Cyber Risk. Were looking for a Shift Lead Technical Operations to be part of making this happen.

About the Role:

The Shift Lead Technical Operations isresponsible for all day-to-day team operations of the Technical Operations team. The team delivers 24x7x365 detection response and customer engagement for our portfolio of services. The Shift Lead Technical Operations will own resolving tactical issues customer escalations ensure accuracy of shift handovers and see to it that the shift is operating at the desired throughput and execution excellence. The Shift Lead will be responsible for the day-to-day operational SLO metrics attainment prioritization of shift work and acting as the escalation point for all Security Analysts and Engineers. This team member is a technical individual with a desire to lead a highly cohesive team and can act as a stand-in for all levels of triage.

The successful candidate is extremely well organized and has excellent communication skills. This team member is the first point of escalation for all shift team members and possesses the ability to effectively drive the assigned team to meet shift goals.

The Shift Lead Technical Operations will be part of a shift rotation of days nights and weekends and will manage the tactical elements of both outbound and inbound triage and handovers. This team member will have clean and crisp hand overs to incoming shifts and all customer escalations are handled proactively promptly and with the required level of urgency. This candidate will ensure that processes are adhered to and will help evolve the day-to-day aspects of the nuances of shift handovers.

This role reports to the Manager Technical Operations and will provide effective feedback and suggestions on ways to improve. The ability to influence all different shift team members is a skill that this candidate possesses.

This role is a shift-based role that will average out to 40 hours / week comprised of various nights weekends and day shifts as part of a regular rotation.

As a Shift Lead Technical Operations you will:

• Manage the day-to-day escalations shift handovers and execution of the shift teams for both inbound and outbound triage.
• Strive to get the best out of each team member on shift by setting goals measuring execution of the goals providing feedback and removing obstacles.
• Act as the escalation point for all tactical aspects of the role including customer escalations and internal communications.
• Facilitate with other Shift Leads strong alignment and cohesion across teams.
• Ensure all Technical Operations service level SLOs are monitored execute resourcefully when staffing requirements demand.
• Provides leadership during security events. Ensure that team members can perform their role effectively and follow the proper process to full success within the team delivering high value to customers. Additionally it may be required to generate a report of major security incidents as assigned.
• Develop enhance measure and leverage metrics to make better informed decisions on how to improve the shift throughput cohesion and adherence to SLOs.
• Understand volume-driven leading indicators and jump in when needed for any role that requires support while on shift.

We are looking for someone who has most of the following:

• Desire to lead technically minded individual contributors.
• Passion for Cybersecurity. Continually learning new attack vectors new threats and security framework expertise.
• Knowledge of industry adopted frameworks and methodologies (MITRE ATT&CK CIS NIST ISO PCI-DSS etc.)
• Proven ability to rapidly analyze complex technical security threats and incident information to be able to communicate business-impacting risk to non-technical audiences.
• Ability to work independently manage projects and exercise judgement in reaching solutions.
• Strong verbal and written communication required. Must be able to articulate written information to customers.
• Team player always looking out for peers leaders and other stakeholders within Arctic Wolf.
• A degree in Cybersecurity or equivalent and/or experience working and managing within a Security Operations Center or Network Operations Center.
• You will be required to attend training seminars conferences and webinars relevant to
• job role to enhance current knowledge base and skill set to improve job performance and efficiency.

About Arctic Wolf

At Arctic Wolf we foster a collaborative and inclusive work environment that thrives on diversity of thought background and culture. This is reflected in our multiple awards including Top Workplace USA (2021-2024) Best Places to Work USA (2021-2024) Great Place to Work Canada (2021-2024) Great Place to Work UK (2024) and Kununu Top Company Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction with over 7000 customers worldwide and more than 2000 channel partners globally. As we continue to expand globally and enhance our technology Arctic Wolf remains the most trusted name in the industry.

Our Values

Arctic Wolf recognizes that success comes from delighting our customers so we work together to ensure that happens every day. We believe in diversity and inclusion and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate thatby protecting peoples and organizations sensitive data and seeking to end cyber risk we get to work in an industry that is fundamental to the greater good.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.

We also believe and practice corporate responsibility and have recently joined the Pledge 1% Movement ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.

All wolves receive compelling compensation and benefits packages including:

• Equity for all employees
• Flexible time off and paid volunteer days
• RRSP and 401k match
• Training and career development programs
• Comprehensive private benefits plan including medical mental health dental disability life and AD&D and value-added services
• Robust Employee Assistance Program (EAP) with mental health services
• Fertility support and paid parental leave

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race color religion sex orientation national origin age disability genetics or any other basis forbidden under federal provincial or local law. Arctic Wolf is committed to fostering a welcoming accessible respectful and inclusive environment ensuring equal access and participation for people with disabilities. As such we strive to make our entireemployeeexperience as accessible as possible and provideaccommodationsas required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing

Security Requirements

• Conducts duties and responsibilities in accordance with AWNs Information Security policies standards processes and controls to protect the confidentiality integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
• Background checks are required for this position.
• This position may require access to information protected under U.S. export control laws and regulations including the Export Administration Regulations (EAR). Please note that if applicable an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.