APAC CSOC Manager

<div class="content-intro"><p>Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.</p> <p>We're building a more trustworthy Internet. Come join us.</p></div><h3>APAC CSOC Manager</h3> <p>Fastly is looking for a talented and motivated leader for our Customer Security Operations Center (CSOC). This globally distributed 24 x 7 team is responsible for operational support for our Fastly security products and services as well as helping with platform security. </p> <p>As Manager of the U.S. based team, you will be tasked with fostering an environment of personal and professional growth for the team, identifying and planning for staffing needs, and developing processes that will enable scalable, efficient, and consistently positive customer experiences. </p> <p>You will leverage and improve team operations to enable growth. Responsibilities include building working relationships with cross functional teams to accomplish business goals. To foster career development, providing feedback and coaching is a key part of the role. </p> <p><strong>What You'll Do:</strong></p> <ul> <li>Provide leadership and effectively communicate with all levels of management in areas related to Customer Security Operations, including onboarding, training, escalations, process development, metrics and reporting, and career development.</li> <li>Mentoring and growing team members</li> <li>As manager for a follow-the-sun operational team, be a supportive manager that can ensure the team is operating in a healthy sustainable manner for team members.</li> <li>Developing robust quality control measures as the team scales.</li> <li>Oversee training, process development, and the creation of tooling required to enable the team to be successful in all Customer Security functions.</li> <li>Conducting regular performance reviews with CSOC staff</li> <li>Interfacing with Customer Support and Engineering teams to optimize processes and reduce toil</li> <li>Developing and expanding team KPIs to assess the performance, workload, and utilization of the CSOC to stay ahead of staffing demands.</li> <li>Collecting customer and employee feedback about our security products and services to reduce friction for customers, reduce toil for support staff, and foster innovation and advancement of Fastly technologies</li> <li>Work closely with product and marketing teams to design, implement, and deliver strong Managed Security Service offerings that delight our customers</li> <li>Driving development of tooling and automation so we can leverage technology instead of headcount to deliver an exceptional, efficient, security support experience in both proactive and reactive capacities </li> <li>Provide tactical and escalation management</li> </ul> <p><strong>What We're Looking For: </strong></p> <ul> <li>Bachelor’s Degree (B.A.) from four-year college or university in Information Technology, Information Security/Assurance, Engineering or similar area of study; at least 5 years related experience and/or training; or equivalent combination of education and experience preferred.</li> <li>Demonstrated track record of leading operations focused security teams (NOC/SOC/Customer Support) 2-5 years experience</li> <li>Minimum 2 years experience working in a security focused role</li> <li>Demonstrated technical knowledge of current application security, protocols, standards, and best practices</li> <li>Demonstrated technical knowledge of current Layer 3 Layer 4 security, protocols, standar ... (truncated, view full listing at source)