Leads a network and firewall specialist team within a 24x7x365 Resiliency Operations Center. Oversees service delivery, customer escalations, incident response, staffing schedules, performance, SLAs, and continuous improvement. Manages network security operations across firewalls and switching infrastructure, supports recruitment and coaching, and performs engineering work when needed. Requires extensive perimeter defense, managed services, ticketing, monitoring, and technical leadership experience.
About Us
Fenix24 is a global leader in breach recovery and pre-breach operational recoverability, redefining cyber resilience with the world's first Recovery Dependency Modeling and Resiliency Intelligence Platform, Argos99. Fenix24's breach recovery team is the largest in the world and has led more than 500 ransomware recoveries in 96 countries, including 30 of the Fortune 500. Pre-breach operational recoverability is founded on that real-world experience and is powered by Argos99 and our Resiliency Operations Center.
Our recoverability platform is purpose-built by frontline recovery experts and is deployed across hybrid cloud and on-premise environments; delivering measurable improvements in recovery readiness and faster, more confident restoration when ransomware strikes.
About This Position
The ROC Manager, Network Services leads a team of network and firewall specialists embedded in Grypho5's unified ROC and reports to the Director, ROC Technical Services. The successful candidate is responsible for overseeing day-to-day operations of the Network Services team and ensuring that all customer inquiries and issues are resolved in a timely and efficient manner, while maintaining uninterrupted 24x7x365 watch coverage for the perimeter defense practice.
Key Responsibilities
- Lead and manage a team of network switch and firewall specialists
- Provide mentorship and guidance
- Develop and implement policies, procedures, and best practices for the Network Services team, and ensure that they are aligned with each client’s Service Level Agreements (SLAs)
- Act as an escalation point for Client Satisfaction (CSAT) and Incident Response (IR), including regular communication with clients and leadership to provide updates and resolve issues
- Analyze customer support trends, identify areas for improvement, and implement solutions to enhance customer experience
- Collaborate with cross-functional teams to resolve complex issues and ensure a seamless customer journey
- Monitor and evaluate the performance of the team, providing regular feedback and coaching to drive continuous improvement
- Communicate with senior management to provide updates on team performance and share recommendations for improvement
- Participate in the recruitment and selection of network specialists, ensuring that only the most qualified and motivated individuals are hired
- Build, publish, and continuously adjust the ROC watch schedule to ensure uninterrupted 24x7x365 shift coverage for the Network Services team, balancing staffing levels, PTO, and surge/incident needs
- Serve as a management escalation point within the ROC's 24x7x365 watchstanding rotation for incidents requiring leadership involvement outside standard shift coverage
- Perform engineering tasks in the network queue when other resources are unavailable
- Coordinate and maintain work quality to ensure engineers meet weekly billable expectations
- Other duties as required
Qualifications, Requirements & Preferred Skills
- 7-10 years of network/IT perimeter defense experience
- Bachelor’s degree in information technology or a related field, or an equivalent work history
- Experience working for and within IT for the legal industry
- Experience in large-scale service delivery
- Proven experience leading a technical support team, with a track record of delivering exceptional customer service
- Expert knowledge of ConnectWise, ServiceNow, or similar ticketing systems
- Expert knowledge of Remote Monitoring (RMM) tools and monitoring/alerting systems
- Demonstrated practical expertise in advanced security management for firewalls and switching infrastructure
- Consultative knowledge of firewalls, IDS/IPS, DPI, DNS, and infrastructure hardening
- Border Gateway Protocol (BGP)
- Organize complex technical tasks for multiple clients at once and prioritize effectively
- Familiar with information technology and managed services best practices
- Cross platform firewall management (Fortinet, Cisco, Checkpoint, and Palo Alto)
- Experience with service delivery in a managed services practice organization
- Practical application of InfoSec principles
- Experience building and managing 24x7 shift schedules across a distributed team
- Certifications in Fortinet, Palo Alto, or Cisco desired
- Excellent analytical, organization, and problem-solving skills
- Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities
- Ability to form relationships across all levels of the company while modeling Fenix24’s Culture and Values
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