MDR Operations Performance Analyst

Sophos; Mississauga; On-site; CAD 121,881 - 202,663; Full time

Job summary

Sophos is seeking an MDR Operations Performance Analyst to convert operational data into actionable insights that drive performance improvements and strategic decisions. You will identify trends, opportunities, and monitor key metrics to enhance service delivery efficiency and effectiveness.

Join a role that collaborates with SOC analysts, analyzes workflows, and defines measurable improvements while integrating AI solutions to boost performance and customer experience.

Qualifications

• Experience in Security Operations with MSSP or MDR providers.
• 5+ years in security analytics, SOC leadership, or operational reporting roles.
• Ability to transform complex data into actionable insights.
• Experience building metrics with Grafana or PowerBI.
• Familiarity with AI tools and integrating AI into workflows.

Responsibilities

• Collaborate with SOC analysts and leaders to map security workflows and identify gaps.
• Translate customer experience insights into operational improvements and actions.
• Analyze end-to-end processes to find inefficiencies and improvement opportunities.
• Track impact of changes and ensure measurable performance gains.
• Define metrics aligned with customer experience, quality, and outcomes.
• Develop and revise policies, guidelines, and related documentation.
• Incorporate AI solutions into relevant performance analysis areas.

Skills

Security Operations

SOC leadership

Operational reporting

Data visualization

AI tool familiarity

Communication

Problem solving

Attention to detail

Fast-paced environment

Tools

Grafana

PowerBI

AI tools (Copilot, GPT)

Job description

About Sophos

Sophos is a cybersecurity leader defending over 600,000 organizations worldwide with an AI‑driven platform and expert‑led services. We combine machine learning, automation, and real‑time threat intelligence with frontline human expertise to provide advanced, 24/7 threat monitoring, detection, and response.

Role Summary

As an MDR Operations 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 the efficiency, effectiveness, and continuous improvement of 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, processes) 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 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 analyze 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.

In the United States, the base salary for this role ranges from $86,000 to $143,000. In addition to base salary, we offer bonus eligibility and a comprehensive benefits package. Pay within this range will depend on the candidate’s skills, training, location, experience, relevant education, certifications, and other business factors.

Our Commitment to You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.