Staff Operations Command Center Supervisor
- Draper, UT
- Permanent
- Full-time
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.How We Work:
At Proofpoint, you’ll be part of a global team that breaks barriers to redefine cybersecurity, guided by our BRAVE core values: Bold in how we dream and innovate, Responsive to feedback, challenges, and opportunities, Accountable for results and best-in-class outcomes, Visionary in future-focused problem-solving, Exceptional in execution and impact.The OpportunityAs a Staff Operations Command Center Supervisor, you are responsible for helping ensure the efficient delivery of the NOC service globally. While you do not have direct management accountability, you 'run the floor,' assigning workload, providing feedback, and coaching NOC Analysts on observed trends or quality issues. You lead with a growth mindset, identifying Continuous Service Improvement (CSI) opportunities, partnering with NOC Leaders, or delegating as needed. You represent the NOC as a voice for the customer and advocate for better availability and service delivery. You are uncomfortable with the "status quo" when there’s a better way, and you excel in leading through ambiguity, offering guidance to NOC Analysts.Given the global nature of our business, our Engineers work in a rotating shift pattern covering the hours of 12:00pm – 11:00pm MT hours within a condensed work week.Core Responsibilities:Deliver a Repeatable, Quality Incident Management Service
- Monitor and guide the global NOC Team to deliver consistent, high-quality service.
- Assist in workload management and Incident response while coaching and mentoring peers.
- Provide operational guidance, support escalations, and ensure adherence to processes and procedures.
- Complete all personal administrative tasks as needed.
- Proactive monitoring and prioritization of workloads.
- Development and delivery of training sessions or materials.
- Evidence of handling diverse and complex workloads.
- Adherence to NOC procedures and processes.
- Minimal complaints or escalations from the business.
- Evaluative incident trend analysis and proactive review of other workload metrics (OMS & PagerDuty).
- Help guarantee that the team adheres to Operational Readiness accountabilities.
- Take ownership of improving system and service availability by refining alerting strategies and enhancing response mechanisms.
- Focus on the quality of alerts, SOP development, and standardization of alert handling processes.
- Input and oversight of alert quality assurance (QA) activities.
- Evidence of improved quality in alerts routed to the NOC.
- Demonstrated reduction of low-priority and uncategorized alerts.
- Active monitoring of NOC queues and workloads.
- Strategic collaboration with NOC leadership on alerting improvements.
- Conduct regular holistic reviews of NOC processes and propose CSI initiatives.
- Build partnerships with business units to improve alert and ticket management practices.
- Lead quality reviews and create key metrics to ensure efficient service delivery.
- Demonstrated steps to enhance NOC operational efficiency.
- Quality reviews, metrics updates, and process evaluations.
- Proven impact through improved NOC service offerings.
- Embrace opportunities for personal growth, such as the Coaching & Mentoring Program, a secondment, or other hands-on initiatives.
- Embrace opportunities for self-development through structured learning platforms and informal team sessions.
- Lead and participate in cross-team learning to foster a culture of growth and collaboration.
- Completion of formal courses (e.g., Udemy, LinkedIn Learning, Proofpoint Cybersecurity Academy, etc.).
- Leadership or active participation in Team learning sessions.
- 2 years + Supervisory Experience Essential (Managerial Experience preferred) in a fast-paced Operational environment.
- 3-5 years + Experience working in a fast-paced Operational environment, such as a NOC, Command Center, Emergency Services or other Critical Response Center.
- Strong demonstrable understanding of IT Principles; including current practices and evolving trends.
- Ability to work and lead within a 24/7 Operational environment, including fulfilling on-call responsibilities.
- Excellent communications skills, both written and oral.
- Hands-On Experience working with on-premises distributed systems environments and/or Public Cloud Installations including AWS & Azure is desirable.
- Desirable certification include: CompTIA certifications; A+, Network+, Cloud+, Linux+ or Security+. OS Vendor Specific certifications including LPIC, LFCS, RHCSA or MCSA, MSCE or more advanced certification types. Cloud Vendor certifications
- Competitive compensation
- Comprehensive benefits
- Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
- Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities