MDR Operations Performance Analyst

About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.
 
Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.
 
Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

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 efficiency, effectiveness, and continuous improvement across 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, process) 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 our 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 analyst 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 additional  compensation including bonus eligibility and a comprehensive benefits package.  A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. 
 
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Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
 
What's Great About Sophos?
·   Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
·   Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
·   Employee-led diversity and inclusion networks that build community and provide education and advocacy
·   Annual charity and fundraising initiatives and volunteer days for employees to support local communities
·   Global employee sustainability initiatives to reduce our environmental footprint
·   Global fitness and trivia competitions to keep our bodies and minds sharp
·   Global wellbeing days for employees to relax and recharge 
·   Monthly wellbeing webinars and training to support employee health and wellbeing
 
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.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team.  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. 
 
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos