Security Operations Manager

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital is hiring a Security Operations Manager to join our AWS practice. This is a remote opportunity based in Canada.
Reporting to the Executive Director of Information Security the Security Operations Manager is a critical role responsible for overseeing the security posture of technology services delivered to the Canadian government. This includes partnering with internal security and technology teams as well as oversight of a Managed Security Services Provider (MSSP) responsible for 24/7 security monitoring, incident response, and vulnerability detection and reporting. The ideal candidate possesses a strong understanding of Canadian government security regulations, experience managing security operations in complex environments, and a proven ability to collaborate effectively with internal teams as well as Canadian Government Agencies.

What you'll be doing:

• MSSP Oversight


• Manage the relationship with the MSSP, ensuring service level agreements (SLAs) are met and performance is consistently evaluated.
• Review and approve MSSP deliverables, including security assessments, incident reports, and vulnerability scans.
• Conduct regular service review meetings with the MSSP to discuss performance, address issues, and identify areas for improvement.
• Monitor MSSP performance metrics, including mean time to detect (MTTD), mean time to respond (MTTR), and false positive rates.

Security Operations Management:

• Develop and maintain security operations procedures and documentation.
• Oversee security incident response activities, ensuring timely and effective containment, eradication, and recovery.
• Contribute to the development and implementation of security policies, standards, and guidelines.

Compliance and Reporting:

• Ensure compliance with relevant Canadian government security regulations and standards (e.g., Policy on Government Security, Canadian Centre for Cyber Security, CCCS medium, ITSG-33, etc.).
• Prepare regular security reports for management, including metrics on security incidents, vulnerabilities, and compliance status.
• Support internal and external audits related to security controls.

Collaboration and Communication:

• Collaborate effectively with internal IT teams, project managers, business stakeholders and customers.
• Communicate security issues and recommendations clearly and concisely to both technical and non-technical audiences.
• Maintain strong relationships with government security contacts.

What skills/experience you will bring

• Bachelor's degree in Computer Science, Information Security, or a related field.
• Minimum of 5 years of experience in security operations, with at least 2 years in a management or supervisory role.  
• Experience working with Canadian government security regulations and standards is required.
• Experience managing MSSPs or other third-party security vendors.
• Strong understanding of security technologies, including SIEM, intrusion detection/prevention systems (IDS/IPS), firewalls, vulnerability scanners, and endpoint security solutions.
• Experience with incident response methodologies and frameworks (e.g., NIST, SANS).
• Relevant security certifications such as CISSP, CISM, CompTIA Security+, or equivalent are highly desirable.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills.
• Must be a Canadian citizen and eligible for a Canadian government security clearance (Reliability Status or higher).

Nice to have:

• Experience working in a cloud environment (e.g., AWS, Azure, GCP).
• Experience with automation and orchestration tools for security operations.
• Bilingualism (English/French) is an asset.

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 About UsTTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. #LI-RemoteCanada