MDR Operations Performance Analyst

Role Summary

As an MDROperations Performance Analyst, you will transform operational data into actionable insights that drive performance improvement and strategic decision-making. By identifying trends, uncovering opportunities, and monitoring key metrics, you will play a critical role in enhancing efficiency, effectiveness, and continuous improvement across our service delivery.

What You Will Do

• Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations.

• Gain insight into the customer experience through direct and indirect customer interactions.

• Translate customer experience insights into defined operational gaps (e.g., training, documentation,

• process) and drive alignment on corrective actions.

• Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities.

• Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance.

• Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention.

• Collaborate across teams to understand external drivers that affect service delivery.

• Assess change management impacts to service teams, identifying risk and outlining readiness goals.

• Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement.

• Develop and revise policies, guidelines, and other documentation as needed and as related to the role.

• Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis.

• Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes.

• Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics.

• Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences.

• Continuously improve the maturity of our quality assurance program.

What You Will Bring

• Previous experience in Security Operations with MSSP or MDR providers.

• At least 5 years of cumulative experience in security analyst, soc leadership and/or roles responsible for operational reporting.

• The ability to take complex and disconnected data and create actionable insights.

• Experience building metrics with data visualization tools (e.g., Grafana, PowerBI).

• Working literacy of AI tools (e.g., Copilot, GPT) with an understanding of their strengths, limits, and appropriate use.

• Experience using AI in workflows to analyst data, identify insights, and improve efficiency.

• Excellent written and verbal communication skills.

• A passion for problem solving.

• Great attention to detail.

• Ability to work effectively in a fast-paced, dynamic work environment.