Supervisor, Network Security Operations
Location:
Centennial , Colorado
Posted:
November 21, 2017
Reference:
187607BR
JOB SUMMARY
Supervise and provide operational support for a team of individuals that are responsible for assisting Internet subscribers with personal computer/device security recommendations and education.
Understands and has the ability to interpret law, authorized use guidelines, regulatory requirements, policies and procedures. Assists in the development, implementation and enforcement of security department policies and procedures. Exhibits a broad understanding and expertise in multiple security subjects.


MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Supervise a team of direct reports responsible for customer and network security related incidents.

Assist with implementing subscriber security initiatives according to corporate strategy.

Manage and ensures customers’ needs are met within the established scope of support.

Responsible to monitor and maintain the established departmental SLA’s.


Establish reporting metrics and methods to pull ad-hoc data, as needed.

Work with operational areas within Customer Care, Legal, IT, and Network Security to establish and improve processes.

Recommend staffing needs for the business unit, helps to coordinate hiring and training needs with HR.

Maintain department schedule, ensuring that all days and hours of operation are adequately staffed.

Monitor live calls, call stats and ticketing system stats to ensure workload is being maintained.

Responsible for other duties as assigned.


REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to supervise and motivate others
Knowledge of a security call center environment, with an emphasis on handling private and confidential information
Ability to use personal computer and software applications
Ability to work in a team environment
Working knowledge of database design, development and applications.
Ability to perform duties in a very fast pace environment and ability to learn new technology quickly
Ability to use personal computer and software applications
Knowledge of Microsoft Office


Education
Bachelor's Degree in Business, Information Systems Security, Cybersecurity, or related field or equivalent work experience

Related Work Experience Number of Years
Experience in an operations customer care or security call center, or IT help desk environment 6+
Exposure to a broad range of department and/or system analysis 6+
Experience with project management, DB design and administration. 6+


PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Experience leading or providing daily supervision and operational support for a team of security consultants or care center agents.
Industry and vendor specific security certifications and training (CISSP, CCNA, etc…)
Understanding of security related software applications and programming
Understanding of project management

Education
CISSP security Certification

Related Work Experience Number of Years
Experience in an operations customer care or security call center, or IT help desk environment 7+
Exposure to a broad range of department and/or system analysis 7+
Experience with project management, DB design and administration. 7+


WORKING CONDITIONS
Office Environment
Occasional travel as required
Able to be available on call
Must be willing to work flexible schedules including evenings, weekends and holidays


A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.

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