Job description

Incident Response (IR) Coordinator

CyberClan is a cybersecurity company that provides services to the insurance, and legal markets as well as direct to commercial organizations. When a client suffers a network breach due to nefarious activities of an unauthorized third-party, we act quickly to contain, monitor and remediate their networks and bring peace of mind to our clients.

Summary/Objective

The Coordinator for Incident Response acts as the interface between the company and often an attorney and or insurance company or Board members of companies during an organization's time of crisis. It is therefore critical that any candidate has good written and oral skills and is able and confident to communicate with sophisticated individuals and is also capable of good time management and able to meet deadlines.

The ideal candidate will have knowledge or experience of working in a cyber security firm, specifically in Incident Response. Demonstrable project management experience, legal, and insurance industry experiences are also preferred skills.

The candidate will be responsible for being the lead point of contact and engagement manager throughout the active case, until project completion. You will liaise with key internal (the technical forensic investigators, the project administrator, the technical report writing team, the sales team and external stakeholders throughout the project lifecycle, which will include the client, legal counsel, the insurance company and applicable third-party suppliers.

Essential Functions:

Reporting directly to the Senior Manager, Project Management
Determining and defining project scope and objectives
Predicting resources needed to obtain objectives and manage resources effectively and efficiently
Preparing budgets based on the scope of work and required resources
Tracking project costs to meet budget goals
Developing and managing project schedules and work agendas
Providing project updates consistently to multiple stakeholders, clients, and leadership
Managing client contracts and communicating tasks and expected deliverables
Utilizing industry best practices, techniques, standards, and requirements, throughout the entire project execution
Monitoring progress and adjusting as needed Measuring project performance and identifying areas for improvement
Being the main point of client contact for global Incident Response matters
Working to support the internal IR teams with all client engagements
Responding to matters via phone and email to hotline enquiries in the “alerts cert hotline” channel
Creating internal project channels and email threads
Identifying inbound project channels and ensuring adherence to established workflows and customizations
Setting and complying with project timelines
Scheduling regular and structured client/counsel calls and meetings throughout the project with appropriate agendas
Preparing all Statements of Work for each project
Ensuring time recording and tracking is done regularly and timely to ensure alignment to project pricing and budget
Liaising with third party suppliers for additional services as needed
Overseeing all assigned projects
Ensuring the quality of all Client facing communications and documentation by working with the relevant team
Ensuring projects are completed within appropriate timeframes and to quality expectations
Maintaining key department SLA’s
Working as a team to ensure that all regions have a standard approach for all projects
Assisting to create file links with the relevant systems to share information with the client as needed
Working with the Project Assistant to ensure all opportunity information is entered into the relevant systems
Assisting with documenting processes, and ensuring that they are regularly updated as required
Being the point of escalation for any client concerns, including potential management and mitigation of high-pressure situations, with clients under duress
Collecting all relevant billing information and submitting billing requests in a timely manner
Being on call for weekends on a rotation basis
Being an advocate for CyberClan and ensuring the relevant departments are engaged at the appropriate time
Maintain existing relationships with insurers, legal counsel, solicitors and any relevant client

Required Skills:

Exceptional written and verbal communication skills in English (Knowledge of other languages is considered a plus)
Exceptional people skills and the ability to manage and motivate a team
Outstanding attention to detail and organizational skills
Experience in Project Management or a similar role
Understanding of Cyber Security best practices
Proven ability to meet deadlines
Excellent analytical and reporting abilities
Identifying and referring business opportunities
Experience working with key stakeholders to build new processes and procedures and ensure effective implementation
Strong conflict resolution skills and the ability to solve problems under pressure
Creative in solving problems and possessing impeccable judgement in making decisions
Ability to self-manage and prioritize multiple workloads simultaneously