Incident Response Coordinator, UK

CERT

JOB DESCRIPTION

CyberClan provides enterprise security, and human response to small and midsize enterprises and channel partners through comprehensive risk assessment services, 24/7/365 managed detection and response services, and lightning-fast breach response. Formerly known as Network Test Labs established in Canada and specializing in vulnerability assessments and penetration testing in the gaming industry, CyberClan has grown from three employees in 2006 in one market to over 75 employees with clients in nine countries and offices in the United Kingdom, Canada, and the United States as a leading Managed Services Provider.

Our mission is to make the online world a safer and more secure place by delivering sophisticated cybersecurity solutions in a highly personalized — and human — way.

The Incident Response Coordinator 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.

The successful candidate will work closely with the Global Head of Digital Forensics and Incident Response. The ideal candidate will have an energetic, can-do attitude and be comfortable working in a metric-driven environment, delivering results and supporting team members.

Key Responsibilities

• 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
• Develop and refine specific coordination playbooks for distinct incident types (e.g., Ransomware vs. Business Email Compromise) to standardise service delivery speed across regions.
• Coordinate the specific workflow for PII/PHI data review and mining. Act as the bridge between the forensic team extracting data and the eDiscovery/Review vendors to ensure strict adherence to regulatory notification timelines.
• Serve as the initial point of contact for scope creep or billing disputes, resolving any initial commercial friction.
• Conduct "Lessons Learned" sessions focused solely on the administrative and communication aspects of the engagement (distinct from the technical root cause) to improve future client retention and SLA adherence.