Director, Incident Response & Client Experience

veeamsoftware; EE. UU.; A distancia; USD 120.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Vacation days

Wellbeing days

Volunteer time

Private medical

Dental coverage

Vision coverage

Life insurance

Income protection

Matched pension

Travel insurance

Employee assistance

Mentoring

Workshops

On-demand courses

Descripción de la vacante

Veeam Software seeks a Lead Incident Response Manager to drive operations, mentor a growing team, and guide clients through cyberattack resolutions. You will oversee cases, ensure service quality, and influence product direction with data-driven insights.

This role blends hands-on case leadership with strategic oversight, requiring collaboration with partners and the ability to scale processes across the organization.

Formación

• Experience in private-sector cyber incident response operations.
• At least one year of management experience, with experience recruiting and building a team.
• Strong client communication, project management, and stakeholder coordination skills.
• Ability to improve processes using operational data and customer feedback.
• Understanding of the controls, regulations, and policies that support sound operations.
• Willingness to take on individual case work as well as leadership responsibilities.

Responsabilidades

• Manage incident response cases and guide clients from onboarding through resolution, including setting expectations about how cases will progress.
• Negotiate with cybercriminals and oversee the financial operations associated with settlements.
• Coordinate with commercial partners and law enforcement contacts.
• Follow and improve operational compliance procedures, case throughput, and internal efficiency.
• Identify operational patterns and bottlenecks, then develop process or technology improvements based on data and customer feedback.
• Help shape product priorities, recruit and grow a team, and represent the service to clients or at industry events when needed.

Descripción del empleo

Veeam Software seeks a Lead Incident Response Manager to drive operations, mentor a growing team, and guide clients through cyberattack resolutions. You will oversee cases, ensure service quality, and influence product direction with data-driven insights.

This role blends hands-on case leadership with strategic oversight, requiring collaboration with partners and the ability to scale processes across the organization.