Technical Program Manager – MDR Operations

About Us

Security Joes is a global cybersecurity firm delivering world-class Incident Response (IR) and Managed Detection & Response (MDR) services. We are known for our elite team of malware analysts, threat hunters, and automation engineers who operate in some of the most complex and high-pressure cyber incidents worldwide.

Our mission is to bring resilience, speed, and clarity to defenders during their most critical moments. We do this through proprietary technologies, global threat research teams, and streamlined service delivery protocols.

We are hiring a Technical Program Manager (TPM) to drive operational excellence across our MDR service delivery teams. Reporting directly to the Head of Services, this role will act as a strategic liaison between our regional threat research leads (APAC, LATAM, and EMEA), service stakeholders, and clients.

As TPM, you'll be responsible for program-level coordination, delivery tracking, and performance monitoring across all active MDR engagements. You will ensure that automation efforts, operational protocols, and analyst activity are aligned with our mission to deliver measurable impact to clients.

This role is ideal for someone with strong program management experience in cybersecurity or MSSP environments, a deep understanding of MDR/IR workflows, and the ability to drive accountability across distributed technical teams.

• Own the delivery lifecycle for MDR projects across regions, ensuring timely execution, stakeholder alignment, and service consistency
• Work closely with threat research leads and to operationalize playbooks, track SLAs, and support prioritization
• Design and maintain activity measurement frameworks for MDR analysts (KPI tracking, ticket metrics, daily reviews)
• Monitor and improve client satisfaction by ensuring service outcomes are well-communicated, impactful, and aligned with expectations
• Support cross-functional collaboration between threat intelligence, automation engineers, and customer success
• Lead post-incident reviews, track recurring gaps, and ensure closure of technical action items
• Maintain a real-time dashboard of program progress, analyst activity, and delivery impact
• Drive process improvements using agile, lean, or ITIL-inspired frameworks
  

• 3–5 years of experience in technical program management, preferably in cybersecurity, MSSP, or XDR-related services
• Strong understanding of MDR/IR workflows, ticketing systems, and analyst operations
• Proven ability to coordinate cross-functional, global teams in high-velocity environments
• Experience with service KPIs, reporting frameworks, and client health monitoring
• Familiarity with cyber threat intelligence workflows and detection content pipelines
• Excellent communication and stakeholder management skills
• Fluent in English (verbal and written); additional language skills are a plus
• Self-driven, proactive, and capable of operating in ambiguity
  

• Previous experience in customer-facing roles (e.g., CSM, TAM, or Delivery Manager)
• Background in SOC operations, detection engineering, or IR playbook development
• Familiarity with automation and SOAR tooling
• Knowledge of JIRA, ServiceNow, or other ticket and workflow management systems
• Understanding of ISO/SOC2 compliance or security certifications (e.g., CISSP, PMP)
  

• Be a key driver of global cybersecurity operations
• Work alongside elite defenders and researchers
• Help shape a growing, impact-driven MDR practice
• Enjoy remote flexibility and international team collaboration
• Participate in cutting-edge projects, IR engagements, and threat hunting initiatives