Service Transition Manager - REMOTE USA - Mandiant Philadelphia, PA Bookmark Share Print 234 0 0

Listing Description

Job Description

As a Service Transition Manager (STM), you will be responsible for ensuring that new customers have a successful first 90 days with Mandiant.  You'll work side-by-side with a team of top-notch security experts to lead the service initiation, optimization, and stabilization as the customer settles in for a long relationship with us.

You will have a customer service and operational mindset and will work with global customers in the Fortune 1000 and should be comfortable following existing processes and procedures.

What You Will Do:

• Manage the technical on-boarding activities for new and existing MD customers
• Develop the technical project plan based on expectations set with the customer and information shared by the customer
• Coordinate on-boarding setup, technical planning, and ensure the customer is prepared to rack, stack, and configure appliances
• Facilitate MD project management tasks and technical support throughout the on-boarding process in close collaboration with the customer, Managed Defense Consultants (MDC), Deployment & Integration (D&I), Professional Services (PS), and Support; oversee and complete optimal implementation of technology and integration with the MD Service
• Work with the customer to ensure types and volume of alerts fit within established parameters for Security Operations Center (SOC) coverage and implement required remediation and recommendations to improve the operational environment
• Work with the customer and ensure all information is gathered to create applicable user accounts
• Through collaboration with the customer, gather details and document customer security posture using network and endpoint templates 
• Document all information derived in the project plan and collaboration meetings in MD internal tracking systems
• Provide operational oversight of on-boarding related service delivery and ensure related deliverables are timely and of high quality 
• Periodically review customer technology deployments for proper functionality and optimization
• For existing customers, facilitate changes in service and implementation of additional hardware
• Complete provisioning requests submitted by MDC and/or Customer for all MD supported technology and perform traffic validation
• Assist more senior team members (Lead/Principal STM) with longer term strategy goals and improvement initiatives

Minimum Requirements:

• Minimum of five years of information technology experience
• Minimum of One year of experience in a technology-focused customer support role or equivalent
• Technical background in a computer discipline, e.g., network administration, systems administration, or development
• Understanding of tools and technologies used for enterprise security
• Understanding of current information security challenges and solutions
• Understanding of formal project management skills in planning, tracking, and reporting

Desired Qualifications:

• An understanding of network security design and architecture
• Demonstrated comprehension of information security principles and risk management
• A demonstrated understanding of security controls for common platforms and devices, including Windows, Unix, Linux, and network equipment
• Demonstrated ability to participate in multiple projects with divergent schedules
• Demonstrated ability to deliver succinct and fact-based communications, both verbally and in writing
• Demonstrated ability to manage and meet customer expectations
• Demonstrated ability to operate autonomously, accomplishing work activities with little supervision and take direction from more senior team members (Lead/Principal STM)

At Mandiant we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Minimum Salary: $80,000. Final salary will be determined commensurately with cost of living, experience level, and/or any other legally permissible considerations. 

Incentive Compensation: Eligibility for annual bonus subject to individual and company performance; eligibility for award of Restricted Stock Units subject to eligibility requirements, approval from Mandiant’s Compensation Committee, and vesting terms  

Benefits: Employer subsidized benefits include Medical, Dental, Vision, Life, and Disability Insurance. Subject to eligibility requirements, Mandiant also offers the ability to participate in 401(k), Flexible Spending Accounts, Health Savings Accounts, Dependent Care Spending Accounts, and Employee Stock Purchase Program. Mandiant also provides Paid Time Off, Flexible Paid Sick Time, and Paid Holidays.  

*Disclosure as required by sb19-085 (8-5-20)