Security Operations Manager

  • Company: Workday
  • Location: Pleasanton, California
  • Posted: November 14, 2017
  • Reference ID: JR-22697
Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description
Workday's customer base continues to grow as does the need for continued focus on our Security Management processes.  Our Security Operations Manager will define, develop and manage a newly created team of employees to assist our customers who require information and support on managing their Workday system as it relates to Security Protocols and Best Practices.  Scaling the support processes in strategic ways as the company grows will be a critical component of this manager's job.

  • Manage a Workday Security Operations Support team, specializing in Workday Security and Industry Best Practices -- hiring and retaining the best Security Support people now and planning for future business needs.
  • Develop a world-class team and programs to deliver consultative expertise and guidance to our customers impacted by security threats.
  • Develop programs to educate our customers and services teams to help minimize/prevent security incidents.
  • Develop tools, processes and communication strategies to ensure a timely and responsive approach to both customer reported and incidents identified internally.
  • Collaborate with internal teams such as Product Management, Development, Security and Privacy to identify and deliver functionality to continually improve our Products using Industry Best Practices and trending customer issues.
  • Act as the escalation manager when issues severely impact a customer, driving problems to resolution and managing the communications within Workday and with the client.
  • Actively monitor triggers for possible escalating situations in order to prevent potential escalations.
  • Build relationships with customers, especially key or strategic customers.
  • Develop employee training requirements to ensure staff is highly proficient with Workday services and internal processes.
  • Ensure quality of case handling
o     Communications
o     Timely responses
o     Specific care for sensitive customers and situations
  • Participate in and help schedule 24X7 on call coverage.
  • Assess and drive metrics for managed support areas, analyzing the data for improvement ideas.
  • Prepare team and systems for new Workday software releases.
  • Uphold Workday's policies for data security and customer data access.

Required Skills / Experience:
  • Bachelor degree required, at a minimum.  Business or technical degree preferred.
  • Five plus years of management experience.
  • Five plus years of security, authentication and/or system management experience.
  • Experience in a customer facing role with proven ability to collaborate and build strong relationships.
  • Proven ability to work with C-level Customers.
  • Proven ability to engage across corporate functions (Security Incident, Product Management, Environments, Development, Legal, Privacy).
  • Ability to generate a sense of urgency and rally appropriate resources.
  • Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills.
  • Able to deal with the stress related to escalation impact, resolution timeframes and conflicting/competing priorities.
  • Ability to provide high quality verbal and written communication.
  • Well developed listening and documentation skills.
  • High level of initiative and integrity.
  • Strong organizational, presentation, meeting, and communication skills
  • Proven ability to mentor, coach and lead a team to success.


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