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Form of workThis is an exciting green field opportunity with high visibility to initiate and operationalize an incident response program, improve and track incident-related remediations and help left shift security into Grail’s software, systems, process and culture.. You will be in a position to help ensure GRAIL protects the information we receive as part of our mission to help detect cancer!
This is a hybrid role and requires you to be onsite 2 days a week in Menlo Park, CA
TASKS AND RESPONSIBILITIES
- Augment Grail’s Threat Detection and Response function in managing the lifecycles of all Security Incidents globally.
- Continuously drive workflow improvement of Incident Management Process via systems, procedures, documentations, trainings and culture influences.
- Identify and coordinate with peer incident responders from other non-security domains worldwide on triaging and standardize incident practices.
- Work with functional managers to align resources, issues and schedules as related to incident remediations and mitigations.
- Assemble, work with, and manage cross-organizational teams
- Support accurate and consistent maintenance of technical and management escalation processes.
- Primary lead for Customer Support during customer-related security events, issues or incidents.
- Ownership and execution of the active critical Security Incident management process (below)
- Manage event communications (below)
OWNERSHIP AND EXECUTION OF ACTIVE CRITICAL SECURITY INCIDENT MANAGEMENT PROCESS
- Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders
- Engagement of escalation management resources
- Draft and manage customer and internal communications for CSO/Legal/PR review and release, assist with further customer inquiries as the internal liaison as required.
- Incident timeline and impact documentations and review
MANAGE EVENT COMMUNICATIONS
- Establish and manage bridge calls with engineers and customers on single customer outage
- Attend and drive multi-customer outage bridges
- Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call
- Post event program management
- Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team
- Perform other duties and projects as assigned
PREFERRED QUALIFICATIONS
- The ideal candidate will bring 5+ year’s experience in critical/crisis situation management for technical customer escalations
- Bachelor’s degree in business, computer science, engineering or related field or equivalent experience
- Excellent communication skills (both verbal and written)
- Experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
- Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
- The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
- A team player who is influential and builds good working relationships across all functions.
- Ability to facilitate conversations with large groups of remote people.
- Ability to maintain calm during stressful situations.
BONUS POINTS
- Incident Commander certification, level 5.
The expected, full-time, annual base pay scale for this position is $160,000-$185,000. Actual base pay will consider skills, experience, and location.
