8 days old

Security Operations Team Lead (SOC ITIL/ITSM)

Durham, NC 27709
  • Job Code

Your Role and Responsibilities
We are the IBM CIO Network engineering team and we are looking for the Team Shift Lead to lead ITIL/ITSM as well as being a strong contributor on a technical side to support IBM internal network. The ideal candidate will be responsible for working with a small NGFW security service operations team through a full lifecycle from initial deployment to configuration management, day to day operations, monitoring and alerting as well as resolution of incidents and service requests for a large enterprise infrastructure operating on a 24/7/365 schedule. Our team collectively works to maintain network security stability ensuring that Industry best practices and SLAs are achieved, allowing our organization to meet its mission objectives.

Functions and Responsibilities
  • Manage day-to-day activity of the team to ensure proper service delivery in the critical business areas of Incident, Change, Service Level, and Problem Management.
  • Define and implement service standards and practices that align IT services with the needs of the business. Define and monitor adherence to Service Level Agreements (SLA) and industry best practices.
  • Assist with defining security objectives and system-level performance requirements.
  • Develop and implement best practices related to IT operational processes, policies and procedures, tasks, and checklists aimed to increase IT value and reduce business risk.
  • Create, maintain, implement, and test appropriate contingency plans.
  • Create and maintain operational dashboards and management reports relative to performance and productivity.
  • Lead the support and monitoring of NGFW security services.
  • Analyze performance and recovery time as it pertains to Incident Management.
  • Identify reoccurring incidents and find solutions by leading support groups through root cause analysis sessions, major incident review, trending, elimination of known errors, problem ticket follows through, etc.
  • Act as the primary interface to the team and maintain a strong communication bridge.
  • The Lead is responsible for supervising the processing and monitoring of enterprise level incidents from inception to resolution
  • Manage, delegate and assign service requests and tasks.
  • Perform day-to-day training, mentoring, and coaching using established SOPs to increase team members knowledge and improve overall team performance.
  • Coach and mentor team members, peers and clients on the execution of processes and procedures.


Required Professional and Technical Expertise
  • Minimum 3 years of Team/Shift Lead or Management experience in IT Operations
  • Minimum 5 years experience in IT Operations
  • ITIL Fundamentas certification or equivalent experience
  • Understanding of core Network technologies (Routing, Switching, Firewalls, etc)
  • Undeniable attendance, punctuality, and reliability
  • Tech Writing experience following ITIL/ITSM best practices with standard operating procedures
  • Hands on experience Leading and Implementing ITIL/ITSM framework
  • Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers and vendors.
  • Very strong organizational skills, including the ability to effectively manage multiple priorities.
  • Very strong critical and analytical thinking and research skills.
  • Able to think and respond to IT incidents quickly and efficiently to minimize downtime and exceed customer expectations for service.

Preferred Professional and Technical Expertise
  • Good understanding of OSI model and technologies associated with it.
  • Strong understanding and experience in troubleshooting methodologies.
  • Ability and motivation to ensure continued progression to problem resolution occurs.
  • Ability to work in a fast-pace, crisis environment
  • Very strong collaboration skills with demonstrated ability to create and foster a collaborative work. In depth strong facilitation, problem solving and conflict resolution skills.
  • Understanding of Syslog, SNMP, SolarWinds or equivalent Network Monitoring Tools
  • Hands on experience with incident response lifecycle including identification of a breach, containment of a breach, preservation of relevant data and logs, and performing data and log analysis.
  • Security certifications or equivalent experience
  • Experience with ServiceNow.
  • Consulting experience in Information Security

About Business Unit

Your Life @ IBM

About IBM

Location Statement

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-07-10 Expires: 2019-08-09

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Security Operations Team Lead (SOC ITIL/ITSM)

Durham, NC 27709

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