Your Support Team
Client Service Manager
Your assigned Client Service Manager (CSM) is your single point of contact responsible and accountable for all aspects of your managed services program. They provide thought leadership for program improvement and expansion, lead regular reviews and handle management of all services requests. During quarterly business reviews they help you understand how your Critical Asset Protection Program (CAPP) changes over time while working with team members to incorporate changes into your managed security program.
Security Platform Engineering (SPE)
The SPE group manages the health of managed applications, hardware and policies. They are responsible for uptime, availability and technology optimization to provide maximum protection of your critical assets.
Security Monitoring and Analytics (SMA)
This group consists of experts providing event triage, incident management, reporting, and status updates for the technologies that we monitor and manage. The SMA function is further segmented into two teams – Data Protection Analysts and Threat Response Analysts. This allows for a greater focus on specific security solutions so that analysts can dig deeper to uncover incidents.
Senior Program Analyst (SPA) – The SPAs assist with all policy governance tasks. They assist the Client Strategy Managers with impactful reports demonstrating your return on investment and provide guidance on policy recommendations submitted to them by the Data Protection and Threat Response Analysts. The SPAs are really policy/rule experts, working to ensure that clients are taking advantage of our industry best practices in order to optimize and expand their programs.
Data Protection Analysts (DPA) –DPAs are specialized in data protection programs and associated decision points and workflows. They focus on the critical assets of the business as they move about the organization’s network. The DPAs monitor all data protection technology events and are responsible for escalating findings to clients. They also submit policy recommendations based on trends observed during daily monitoring.
Threat Response Analysts (TRA) – TRAs are specialized in threat protection programs and associated decision points and workflows. The TRA acknowledges and researches alerts and performs historical correlation analysis on incidents and events generated inside of SIEM environments. They follow case development and escalation workflows when an alert or activity needs to be escalated to you. The TRA provides rule and alarm tuning recommendations to the SIEM engineering team and the Client Strategy Manager.
Senior Operations Analyst (SOA) – The SOA is responsible for overall management of SOC personnel, ensuring there is not a lapse in coverage of the systems being monitored. In addition, the SOA ensures that their team is following the required workflows and is providing the necessary information. They also provide optimization recommendations for monitoring.