Cybersecurity Operations Manager

The Cybersecurity Operations Manager and Technical Account Manager role provides onsite service leadership for CrowdStrike operations, serving as the liaison among ICW Group, CrowdStrike, and Atos. Based in Charlotte, NC, this position focuses on operational oversight, governance, service reviews, and incident escalation processes for Falcon Complete and related Falcon modules.

Role Focus

Own day-to-day operational coordination for Falcon Complete service matters, alongside administration and operating processes for CTEM and Falcon Guardian / AIDR. The role manages implementation and adoption, governance cadence, exposure management workflows, escalation coordination, and executive reporting.

Key Responsibilities

• Serve as the primary operational liaison for Falcon Complete service matters.
• Coordinate critical-incident communications, follow-up actions, and closure.
• Ensure recommendations are assigned, tracked, and resolved by the appropriate ICW or Atos team.
• Coordinate implementation workstreams, dependencies, risks, and delivery with Atos as the GSI.
• Maintain accountability using documented owners, due dates, actions, and escalation paths.
• Coordinate response and remediation across infrastructure, endpoint, identity, cloud, and application teams.
• Lead day-to-day administration and operating processes for CTEM and Falcon Guardian / AIDR.
• Coordinate exposure prioritization, remediation, tuning, reporting, and continuous improvement.
• Integrate findings into ICW workflows and coordinate with asset owners to reduce risk.
• Lead weekly operational and monthly service reviews.
• Maintain a RAID log covering risks, assumptions, issues, and dependencies.
• Create executive dashboards and provide concise status reporting.
• Maintain the roadmap, RACI, escalation model, and transition plan.
• Provide implementation oversight, deployment coordination, and operational transition planning.
• Support security-operations governance framework, cadence, RACI, and escalation model.
• Coordinate incident escalation and stakeholder communication processes.
• Maintain CTEM remediation tracking and Falcon Guardian / AIDR operating procedures.
• Support RAID log ownership and remediation-status reporting.
• Drive knowledge transfer and operational readiness documentation.

Required Experience

• 12+ years of cybersecurity experience across security operations, incident response, threat detection, exposure management, or managed security services.
• 7+ years leading enterprise SOC, MDR, incident-response, or managed-security programs.
• 4+ years of operational experience with CrowdStrike Falcon technologies, preferably Falcon Complete, Insight, Identity Protection, Exposure Management, Next-Gen SIEM, or Guardian / AIDR.
• Experience in a senior client-facing role such as TAM, Security Operations Manager, SOC Manager, Service Delivery Manager, or Cybersecurity Program Manager.
• Proven ability to coordinate with customers, cybersecurity vendors, and global systems integrators during implementation and operations.
• Experience managing critical escalations, governance, executive reporting, service reviews, and cross-functional remediation.
• Ability to work onsite for the 12-month assignment in San Diego.
• Strong communication skills, including translating technical issues into business impact and clear actions.

Preferred Technical Experience

• Hands-on experience with CrowdStrike Falcon Complete, Falcon Insight EDR, Falcon Identity Protection, Falcon Exposure Management, Falcon Guardian / AIDR, Falcon Next-Gen SIEM, and Falcon OverWatch.
• Security incident response, threat hunting, detection engineering, vulnerability and exposure management, and SOC operations.
• Experience with ServiceNow and Jira workflows; Microsoft Intune, SCCM, BigFix, or similar endpoint deployment tools.
• Identity platform experience including Microsoft Entra ID, Active Directory, and Okta.
• Familiarity with Microsoft Azure, AWS, or Google Cloud environments.
• Working knowledge of NIST Cybersecurity Framework, MITRE ATT&CK, CIS Controls, ISO/IEC 27001, and ITIL.

Certifications

• CISSP - Certified Information Systems Security Professional
• CISM - Certified Information Security Manager
• CCSP - Certified Cloud Security Professional
• GIAC certifications such as GCIH (Incident Handler), GCED (Enterprise Defender), or comparable GIAC credentials
• CompTIA Security+ for candidates whose broader experience demonstrates senior-level capability

CrowdStrike Certifications

• CrowdStrike Certified Falcon Administrator (CCFA)
• CrowdStrike Certified Falcon Responder (CCFR)
• CrowdStrike Certified Falcon Hunter (CCFH)
• Other current CrowdStrike credentials relevant to Falcon Complete, identity, exposure management, or Next-Gen SIEM

Program and Service Management Certifications

• PMP - Project Management Professional
• ITIL 4 Foundation or advanced ITIL certification
• Microsoft Certified: Security Operations Analyst Associate or Cybersecurity Architect Expert

Technologies

• CrowdStrike Falcon Complete
• CrowdStrike Falcon Insight EDR
• CrowdStrike Falcon Identity Protection
• CrowdStrike Falcon Exposure Management
• CrowdStrike Falcon Guardian / AIDR
• CrowdStrike Falcon Next-Gen SIEM
• CrowdStrike Falcon OverWatch
• ServiceNow
• Jira
• Microsoft Intune
• SCCM
• BigFix
• Microsoft Entra ID
• Active Directory
• Okta
• Microsoft Azure
• Amazon Web Services
• Google Cloud
• NIST Cybersecurity Framework
• MITRE ATT&CK
• CIS Controls
• ISO/IEC 27001
• ITIL

Location and Compensation

• Location: Charlotte, NC (onsite)
• Salary: USD 78 - 78 per hourly
• Minimum experience: 4 years