Ransomware IR Director: Lead Operations & Customer Experience

veeamsoftware; United States; Remote; USD 180,000 - 280,000; Full time

Benefits offered by this job

Paid time off and holidays

Parental leave

Health coverage

Retirement matching

Mental health support

Family-building assistance

Professional development resources

Job summary

veeamsoftware is seeking a Lead Cyber Incident Response Manager to lead ransomware incident response operations, guide customers from onboarding to resolution, and drive end-to-end improvements in how we respond to attacks.

This role blends hands-on incident handling with team leadership, process optimization, and product feedback. You will mentor the team, coordinate with partners and law enforcement where applicable, and scale the service to meet growing customer demand.

Qualifications

• Experience in private-sector cyber incident response and incident response operations.
• At least one year of management experience, with experience recruiting and building a team.
• Ability to balance direct operational work with team leadership and service improvement.
• Strong customer communication, project management, and stakeholder coordination skills.
• Sound judgment around operational controls, regulations, and policies.
• Data-oriented approach to identifying patterns and improving customer experience and team efficiency.

Responsibilities

• Handle incident response cases and guide customers from onboarding through case closure.
• Keep clients informed about case progress and help them understand the response process.
• Conduct negotiations with cybercriminals and oversee related financial operations and settlements.
• Coordinate with commercial partners and law enforcement contacts.
• Follow and improve operational compliance procedures, case throughput, and internal processes.
• Identify recurring bottlenecks and develop process or technology improvements based on operational data and customer feedback.
• Contribute hands-on when needed, help build and scale the team, and represent the service to customers or at industry events when appropriate.

Skills

Cyber incident response

Leadership/management

Customer communication

Project management

Regulatory/compliance awareness

Data-driven analysis

Job description

veeamsoftware is seeking a Lead Cyber Incident Response Manager to lead ransomware incident response operations, guide customers from onboarding to resolution, and drive end-to-end improvements in how we respond to attacks.

This role blends hands-on incident handling with team leadership, process optimization, and product feedback. You will mentor the team, coordinate with partners and law enforcement where applicable, and scale the service to meet growing customer demand.