Manager, Threat Operations

Responsibilities

• Lead and develop MDR Team Leads and analysts, setting clear expectations, providing regular coaching and feedback, supporting career development, and building an inclusive, accountable, high-performing team culture.
• Build leadership capability and succession within the operation by identifying, mentoring, and developing future technical and people leaders.
• Lead MDR operational delivery during APJ hours, ensuring appropriate staffing and coverage, effective workload balancing, queue health, prioritization, and achievement of service-level and customer commitments.
• Maintain a clear view of operational health, including demand, capacity, backlog, response times, investigation effort, quality, escalations, and emerging operational risks, taking action before issues materially impact customers or teams.
• Operate as part of a global 24x7 MDR service, working closely with leaders and teams across regions to maintain consistent operational standards and continuity of service.
• Ensure effective follow-the-sun operations through clear ownership, high-quality handovers, and timely escalation of operational risks and customer issues between APJ and other regions.
• Drive consistent and effective triage and investigation practices, ensuring analysts make sound decisions, focus effort where it creates the greatest customer value, and escalate cases appropriately based on risk, complexity, and customer impact.
• Establish and maintain high standards for investigation quality, case handling, documentation, customer communication, and operational processes. Use quality reviews, case reviews, coaching, and operational data to identify and address gaps.
• Use operational data and metrics to understand trends, identify performance and capacity issues, make informed staffing and prioritization decisions, and drive measurable improvements in operational efficiency, investigation quality, and customer outcomes.
• Act as a senior operational escalation point for customer-impacting situations, complex investigations, service risks, workload challenges, and cross-team dependencies, ensuring clear ownership, timely communication, and effective resolution.

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