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 (https://www.sophos.com). Role Summary Sophos is seeking an experienced and motivated MDR Operations Manager is will be responsible for leading high-performing MDR teams and delivering consistent, high-quality security operations as part of our global 24x7 service. Based in Australia, this role will lead operational delivery during APJ hours, with a strong focus on people development, operational health, investigation quality, customer outcomes,



and effective cross-region collaboration. The role will use operational data, technology, automation, and continuous improvement to identify and remove friction, improve how our teams work, and help MDR operate more effectively at scale. Working closely with MDR leadership and partner teams, the MDR Operations Manager will ensure the operation is prepared for today’s demands while continuously improving how we respond to an evolving threat landscape. What You Will Do Lead and develop MDR Team Leads and analysts, setting clear expectations, providing regular coaching and feedback, supporting career development, and building an inclusive, accountable, high-performing team culture.
- Build leadership capability and succession within the operation by identifying, mentoring, and developing future technical and people leaders.
- Lead MDR operational delivery during APJ hours, ensuring appropriate staffing and coverage, effective workload balancing, queue health, prioritization, and achievement of service-level and customer commitments.
- Maintain a clear view of operational health, including demand, capacity, backlog, response times, investigation effort, quality, escalations, and emerging operational risks, taking action before issues materially impact customers or teams.
- Operate as part of a global 24x7 MDR service, working closely with leaders and teams across regions to maintain consistent operational standards and continuity of service.




- Ensure effective follow-the-sun operations through transparent ownership, high-quality handovers, and timely escalation of operational risks and customer issues between APJ and other regions.
- Drive consistent and effective triage and investigation practices, ensuring analysts make sound decisions, focus effort where it creates the greatest customer value, and escalate cases appropriately based on risk, complexity, and customer impact.
- Establish and maintain high standards for investigation quality, case handling, documentation, customer communication, and operational processes. Use quality reviews, case reviews, coaching, and operational data to identify and address gaps.
- Use operational data and metrics to understand trends, identify performance and capacity issues, make informed staffing and prioritization decisions, and drive measurable improvements in operational efficiency, investigation quality, and customer outcomes.
- Act as a senior operational escalation point for customer-impacting situations, complex investigations, service risks, workload challenges, and cross-team dependencies, ensuring clear ownership, timely communication, and effective resolution.
- Support major security incidents and high-severity customer situations by coordinating appropriate MDR resources, ensuring effective escalation and handoffs, and maintaining clear communication with internal and customer stakeholders.
- Ensure operational resilience by maintaining appropriate contingency plans for unexpected demand, staffing constraints, tooling disruption, major incidents, and other events that could affect MDR service delivery.
- Build and maintain operational readiness through skills coverage,

📌 Manager, Threat Operations (Australia)
🏢 Wwshemi
📍 Australia