Overview
The Cyber Incident Response Analyst role is pivotal in reinforcing the client’s cybersecurity framework by serving as the primary entry point for all external communications regarding cybersecurity incidents and related information requests. Operating within the client’s 24x7 Operations Center, the Analyst will engage in case management, triage, and operational coordination of cybersecurity incidents.
This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.
Responsibilities
- Provide first-line support for incidents and technical issues reported by client’s staff and customers.
- Categorize and escalate incidents according to severity and ensure compliance with Standard Operating Procedures (SOPs).
- Escalate cases to specialized teams (e.g., Threat Hunting, Vulnerability Management) where applicable.
- Serve as the point of contact to coordinate with regional teams, private-sector entities, and partners to ensure full incident lifecycle execution.
- Track and verify the distribution and resolution of service requests, while certifying effective communication between stakeholders.
- Maintain active oversight of shared mailboxes, incoming incident reports, and phone systems to ensure efficient case routing and response.
- Perform correlation analysis across cyber, physical, and communication threats to enhance situational awareness.
- Support senior leadership by contributing to daily, weekly, and monthly reports, outlining emerging threat patterns and operational metrics.
- Deliver exceptional customer service and technical support to the client’s partners during incident responses.
- Participate in shift synchronization meetings to ensure seamless 24/7 Operations Center transitions.
- Other duties as assigned.
Qualifications
- Bachelor’s degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience.
- CompTIA Security+ CE Certification: Demonstrates foundational knowledge in cybersecurity principles, risk management, and network security.
- ITIL v4/v5 Certification: Proficient in IT service management best practices, including service lifecycle, continual improvement, and aligning IT services with business needs.
- Demonstrated experience in delivering high-quality customer service, with a strong understanding of support workflows and client engagement best practices.
- Additional (2) two years of experience may be substituted with an Associate’s degree.
- Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma.
- Must have between zero (0) and two (2) years of related experience.
- Some travel may be required to Continuity of Operations sites.
- Due to the nature of work at the client’s facility, U.S. Citizen is required.
- Top Secret/SCI security clearance and ability obtain and maintain DHS Fitness.
- Must be able to work varying hours 8-12 hours depending on needs to support 24/7/365 operations.
- Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Minimum Skills:
- Minimum 2 years working directly with customer and service desk functions for WATCH Operations Center or Security Operations Center (SOC).
- Skilled in utilizing Amazon Connect for managing customer interactions and contact flows.
- Demonstrated knowledge and understanding of customer service techniques, demonstrated experience providing service desk or call center support.
- Exceptional communication skills and ability to stay calm in high stress events while maintaining good decision making, focus, and good prioritization skills.
- Experience working with a Service Desk platform such as ServiceNOW or Remedy.
- Ability and willingness to learn new tools and technologies and take on new responsibilities as assigned.
- Experience working with ServiceNOW and another alternative platform such as Remedy.
- High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, and other general software applications.
Our Commitment to you / overview of benefits
- Medical, Dental and Vision Insurance; Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
Reports to: Program Manager
Working Conditions
- Professional office environment.
- Must be able to work varying hours 8-12 hours depending on needs to support 24/7/365 operations.
- Must be physically and mentally able to perform duties extended periods of time.
- Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
- Must be able to establish a productive and professional workspace.
- Must be able to sit for long periods of time looking at computer screen.
- May be asked to work a flexible schedule which may include holidays.
- May be asked to travel for business or professional development purposes.
- May be asked to work hours outside of normal business hours.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.