MDR Operations Performance Analyst

Sophos

4d•$86,000 - $143,000•Remote

About The Position

As an MDR Operations Performance Analyst, you will transform operational data into actionable insights that drive performance improvement and strategic decision-making. By identifying trends, uncovering opportunities, and monitoring key metrics, you will play a critical role in enhancing efficiency, effectiveness, and continuous improvement across our service delivery.

Requirements

Previous experience in Security Operations with MSSP or MDR providers.
At least 5 years of cumulative experience in security analyst, soc leadership and/or roles responsible for operational reporting.
The ability to take complex and disconnected data and create actionable insights.
Experience building metrics with data visualization tools (e.g., Grafana, PowerBI).
Working literacy of AI tools (e.g., Copilot, GPT) with an understanding of their strengths, limits, and appropriate use.
Experience using AI in workflows to analyst data, identify insights, and improve efficiency.
Excellent written and verbal communication skills.
A passion for problem solving.
Great attention to detail.
Ability to work effectively in a fast-paced, dynamic work environment.

Responsibilities

Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations.
Gain insight into the customer experience through direct and indirect customer interactions.
Translate customer experience insights into defined operational gaps (e.g., training, documentation, process) and drive alignment on corrective actions.
Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities.
Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance.
Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention.
Collaborate across teams to understand external drivers that affect service delivery.
Assess change management impacts to service teams, identifying risk and outlining readiness goals.
Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement.
Develop and revise policies, guidelines, and other documentation as needed and as related to the role.
Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis.
Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes.
Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics.
Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences.
Continuously improve the maturity of our quality assurance program.