APAC CSOC Manager

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. We're building a more trustworthy Internet. Come join us. APAC CSOC Manager 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. 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. 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. What You'll Do: 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. Mentoring and growing team members 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. Developing robust quality control measures as the team scales. Oversee training, process development, and the creation of tooling required to enable the team to be successful in all Customer Security functions. Conducting regular performance reviews with CSOC staff Interfacing with Customer Support and Engineering teams to optimize processes and reduce toil Developing and expanding team KPIs to assess the performance, workload, and utilization of the CSOC to stay ahead of staffing demands. 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 Work closely with product and marketing teams to design, implement, and deliver strong Managed Security Service offerings that delight our customers 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 Provide tactical and escalation management What We're Looking For: 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. Demonstrated track record of leading operations focused security teams (NOC/SOC/Customer Support) 2-5 years experience Minimum 2 years experience working in a security focused role Demonstrated technical knowledge of current application security, protocols, standards, and best practices Demonstrated technical knowledge of current Layer 3 & Layer 4 security, protocols, standards, and best practices Ability to clearly convey expectations and responsibilities to team members, providing clarity of purpose and inspiration to your team Proven ability to make decisions and perform complex problem-solving activities under pressure. Previous management and project leadership experience required. Demonstrated experience and success in handling client relationships either on a primary or secondary basis Project management experience for both technical development tasks as well as process improvements Success as a relationship builder and collaborator with strong communication and analytical skills Driven and passionate about leading, mentoring and developing teams Ability to embrace change while maintaining focus on results and customer experience We’ll be super impressed if you have experience in any of these: Capable of not only leading, but developing a remote team across multiple time zones. Exceptionally curious, continuously motivated by the need to understand why a technical or non-technical problem exists, coupled with the persistence to eliminate it. Highly organized and proactive, taking initiative and ownership independently, possessing ability to lead up, down, and across. Compassionate, kind, and encouraging of your direct team, and internal partners across the business, acting as a natural and trusted leader. A growth attitude, continually improving your knowledge, skills, and abilities, keeping current with industry trends, protocol standards, etc. Strong sense of ownership and accountability. Highly collaborative. Breaking down walls and barriers is a strong-suit of yours. You love documentation, recognizing how information gets shared and distributed for a team that spans the globe. Work Hours: This position will require you to be available during core business hours. This position is a remote role and open to candidates residing in the following locations: Melbourne, Australia This position may require travel as required by your role or requested by your manager. Benefits: We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings? We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change. Why Fastly? We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand. We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day. We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about. We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply! A fully completed application and resume or CV are required when applying. All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address. Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at candidateaccommodations@fastly.com or 501-287-4901. Fastly collects and processes personal data submitted by job applicants in accordance with our Privacy Policy. Please see our privacy notice for job applicants.