Rackspace United States - Remote Full-time

Provide leadership and direction for the information security function. Oversee the development, implementation, and maintenance of information security, including access management, vulnerability assessments, penetration testing, architecting both logical and hardware infrastructure, and regulatory compliance. Develop and implement business plans, policies and procedures to maintain systems, networks, databases and/or Web security. Lead the development of technical expertise across teams and platforms. Collaborates across teams and departments to develop and execute customer service strategies that enable customers to meet their company objectives within the realm of security/compliance. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
Supervises the daily activities of technical and business support team members
Sets priorities for the team to ensure task completion; coordinates work activities with other team leads
Problem solving is guided by processes and procedures; receives guidance and oversight from manager
Primary focus is management of a team
Critical Competencies
Business Insight: Utilizes knowledge of practices and approaches for managing the function as a viable business entity
Utilizes knowledge of the organization’s business model and operations to drive projects and analyses that support he organization’s mission
Applies advanced understanding of the policies, practices, trends and information that impact the organization and its customers to anticipate and plan for each step of a complex project
Demonstrates understanding of the financial impact of decisions/solutions to drive projects
Systems Thinking: Takes a whole systems approach to analyze business issues and implements holistic solutions, ensuring that linkages between structure, people, process and technology are made
Facilitates collaboration with different stakeholders with varied perspectives to develop effective solutions to issues.
Strives for optimum organizational efficiency by applying systems thinking across boundaries and making recommendations about policies/ processes.
Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made.
Key Responsibilities
Other Incidental tasks related to the job, as necessary.
Manage individual performance and team performance to achieve functional and or team objectives using technical experience and security knowledge
Leads resources in security incident response procedures
Sets priorities for the team to ensure task completion; coordinates work activities with other team leads and managers
Directs, track and assess the impact of training for employees
Manage daily operations to include workflow, staffing, coverage and employee time off
Problem solving is guided by processes and procedures; receives guidance and oversight from manager
Focus on continuous improvement to the operation, technical standards and the customer experience
Participate in established projects at the functional level
Handles customer escalations for technical and non-technical issues
Primary focus is management of a team
Strong knowledge of the principles of customer service management and delivery
Knowledge of all facets of customer retention (CRM)
Knowledge in the methods and principles of finding resolution to customer concerns
Developing knowledge in crafting a customer contact strategy
Advanced knowledge of Cybersecurity principles, threats, and vulnerabilities
Advanced knowledge of incident response methodologies
Advanced knowledge of computer networking concepts and protocols, and network security methodologies
Advanced knowledge of Advanced physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, NICs, Data storage)
Advanced knowledge of defense-in-depth principles and practices (e.g., defense-in-multiple places, layered defenses, security robustness).
Advanced knowledge of virtualization and cloud-based Infrastructure (AWS, Azure, GCP)
Advanced knowledge of which system files (e.g., log files, registry files, configuration files) contain relevant information and where to find those system files
Advanced knowledge of networking protocols (e.g., TCP/IP), services (e.g., web, mail, Domain Name Server), and how they interact to provide network communications
Applies operational business practices and coordinates with other closely related areas to improve efficiency
Specialist knowledge in support of Rackspace standards
Strong knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures
Ability to communicate effectively across levels verbally, in writing, and in presentations
Ability to engage and motivate subordinates and peers individually and in teams
Strong skills in problem solving and resolving customer escalations
Able to handle multiple tasks and prioritize work under pressure
Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
Bachelor’s Degree in business or technology related field.
At the Manager’s discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required
ITIL Certification preferred.
Project Management Certification preferred.
CISM required.
CISSP required.
Certified Ethical Hacker preferred..
SANS GIAC Certified Incident Handler (GCIH) preferred.
5 – 8 years of relevant work experience in network security, cyber security, or a related field to specialty which will be led.
Demonstrated ownership in some leadership tasks.
Experience indirectly leading teams or guiding less experienced resources.
Experience leading projects or portions of projects.
Physical Demands
 General office environment: no special physical demands required. May require long periods of sitting and viewing a computer monitor. Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations. Must be able to lift 50 lbs over-head.
Occasional domestic/international travel, less than 50%
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.