Operations Training Manager - SecureWorks
Company: EMC is now part of Dell Technologies
Location: Atlanta, Georgia
Posted: December 17, 2016
Reference ID: 160011OD
Operations Training Manager
Global Talent Development Team
SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.
In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,300 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.
The Operations Training Manager Role on the Global Talent Development team is a high visibility position which supports Client Satisfaction and Revenue Growth initiatives including the ownership of new hire and continuing development skills-based programs as well as those and other components of select Operations new hire programs. Responsible for performance consulting with functional Operations, HR and other internal clients to uncover and prioritize training needs and projects; designing and project managing for assigned work groups and content for both new hire and continuing development training; conducting virtual instructor-led and classroom training; training subject matter experts (SMEs) in our train-the-trainer methodology; and measuring the impact of virtual/live workshops and online training and developing pre/post class measurement tools. The position is located in Atlanta and requires an average of 20-30% domestic and international travel to prepare and deliver training workshops, attend meetings, events, etc.
Performance Consulting/Instructional Design/Program & Project Management/Client Ownership (55%)
-Conduct performance consulting for assigned/owned clients (including but not limited to needs assessments, focus groups, surveys, etc.) with internal clients to determine appropriate training solutions.
-Constantly analyze learning needs and partner with internal SMEs and clients to provide input for course content and/or design. Must possess the ability to translate business goals and objectives into realistic technical and operations training curricula.
-Conduct formal project planning and management with eLearning Architects for assigned work groups and programs. Experience in managing multiple projects and programs in a fast-paced, ever-changing environment.
-Design, develop and maintain training programs from conception to implementation. Develop training outlines, objectives, materials, assessments, labs, activities, job aids, tests, surveys, etc. for select new hire, continuing development and leadership training in all modalities including instructor-led, web-based (online) and web-based (virtual) ILT training ensuring all materials and programs are learner-focused, interactive, effective and user-friendly. Prepare lesson plans, easel charts, slides, labs, other visuals, training guides, activity cards/handouts, and manuals relevant to technical and operations training material.
-Research and source outside training resources and partner with outside vendors to develop new training programs as needed. Perform vendor management responsibilities related to special projects, curriculum development, and facilitation and/or scheduling of workshops.
-Partner with other Talent Development employees and eLearning Architects on key administrative duties for training programs that may include assignment of courses, reporting, adhering to all budget guidelines, submitting all necessary reports, etc.
-Partner with eLearning Architect and other Talent Development employees to provide program analysis and progress reports to SecureWorks Operations Leadership Teams as appropriate.
Training Program Delivery (35%)
-Schedule, pull rosters from the LMS and deliver training sessions on select new hire technical and operations training that may include soft skills, services, systems, tools, continuing development and/or leadership training based on your supported clients. Effectively manage pre and post class activities that promote optimal learning.
-Partner with printer on the specs, proofs, printing and fulfillment of all training materials not printed internally. Partner with other Talent Development employees on all virtual/live workshop logistics and preparation.
-Conduct technical and operations training programs effectively through engaging the participants; facilitating purposeful group discussions; coaching them in activities and/or labs as needed; providing constructive feedback throughout all classroom and web-based instruction; and utilizing excellent live and virtual classroom management skills. Serve as a master and lead trainer for programs developed and/or other available programs.
Measurement & Learning Effectiveness (10%)
-Measure the impact to the business using all levels of Kirkpatrick and Phillips methodology by analyzing course content relevancy/effectiveness, participants’ knowledge or skill attainment, instructor or modality effectiveness, the participants’ attainment for service level or research performance/goals, and/or ticket responsiveness/resolution, compliance, client satisfaction, etc. to ensure the intended outcomes of the programs were achieved and adjust the programs accordingly.
-Evaluate and assess the effectiveness of key training initiatives through the use of online surveys, test scores, etc. through the LMS. Partner with other Talent Development employees to gather manual and LMS reporting. Provide results and feedback to executives, management and other internal clients. Modify assigned programs based on clients’ needs, changing business initiatives and results of learning effectiveness reports.
As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.
-Position requires a Bachelor’s degree in Business Administration, Human Resources, Computer Science, Information Technology, Engineering, or related, equivalent work experience.
-Minimum 7 years of soft skills, operational and/or technical training design and delivery experience, distance learning tool expertise with WebEx, Adobe Connect and/or GoTo Training and extensive knowledge of adult learning theories and models necessary for curriculum development of training programs is required.
-Information Security, Networking, and Managed IT, Security and Cloud Services experience and/or equivalent experience in a managed IT, security and/or cloud industry is required.
-Requires excellent verbal, written and computer desktop publishing and graphic design skills in all Microsoft Office Services including Word, PowerPoint, Excel, etc. and Adobe Acrobat Professional, SnagIt and other software as needed. Strong attention to detail and multi-tasking required.
-Ability to quickly learn new systems, tools and technologies specific to SecureWorks.
-Requires strong communication skills, influencing and negotiation skills, time management, organizational skills and flexibility to work on a small team. Must be able to explain operational and technical concepts in non-technical terms as required.
-Position requires an average of 20-30% domestic and international travel to prepare and deliver training workshops, attend meetings, events, etc.
-One or more certifications in Information Security, Networking, and/or Managed IT, Security and Cloud Services like Security , Network , CISSP or company-specific certifications from VMware, Microsoft, Cisco, etc. is desired.
This role is located at the Atlanta, GA office.
SecureWorks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: SecureWorks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SecureWorks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SecureWorks will not tolerate discrimination or harassment based on any of these characteristics. SecureWorks encourages applicants of all ages.
**Job:** **Information Technology - Security Analysis*
**Organization:** **Security Solutions*
**Title:** *Operations Training Manager - SecureWorks*
**Requisition ID:** *160011OD*