MDR Operations Performance Analyst

Role Overview

• 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.

Requirements

• 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.

Tech Stack

• Grafana

Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees.
• 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