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 analyze 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.

Pay

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.

What's Great About Sophos?

We operate 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.

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 are committed to ensuring equality of opportunity and encouraging applications from candidates who can contribute to the diversity of our team.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.