Service Transition Manager



Dubai, United Arab Emirates
Full Time
2y ago

Company Description

FireEye is the intelligence-led security company. Working as a seamless, scalable extension of customer security operations, FireEye offers a single platform that blends innovative security technologies, nation-state grade threat intelligence, and world-renowned Mandiant® consulting. With this approach, FireEye eliminates the complexity and burden of cyber security for organizations struggling to prepare for, prevent, and respond to cyber attacks. Learn more about FireEye's world-class solutions and global footprint at

Do you want to be on the front lines of cyber security? Are you looking for a chance to make a difference every day? Join FireEye Managed Defense (MD) as a STM and become part of a rapidly growing and successful team focused on today’s emerging cyber security threats!

Job Description

As a Service Transition Manager (STM), you will be responsible for ensuring that new customers have a fantastic first 90 days with FireEye.  You'll work side-by-side with a team of top-notch security experts to lead the service initiation, optimization, and stabilization as the customer settles in for a long, happy relationship with us.

You will work with significant customers in the Fortune 1000 and should be comfortable in a 24x7x365 operational environment, following existing and establishing new processes and procedures, and having a customer service and operational mindset.


  • Manage the technical on-boarding activities for new and existing MD customers
  • Develop the technical project plan based on expectations set with the customer and information shared by the customer
  • Coordinate on-boarding setup, technical planning, and ensure the customer is prepared to rack, stack and configure FireEye appliances
  • Facilitate MD project management tasks and technical support throughout the on-boarding process in close collaboration with the customer, Threat Assessment Managers (TAM), Deployment & Integration (D&I), Professional Services (PS), and Support; oversee and complete optimal implementation of FireEye technology and integration with MD Service
  • Complete customer baselining to ensure types and volume of alerts fit within established parameters for Security Operations Center (SOC) coverage; work with the customer to address and implement required remediation and recommendations to improve environment
  • Work with the customer and ensure all information is gathered to create applicable user accounts
  • Through collaboration with the customer, gather details and document customer security posture using network and endpoint templates 
  • Document all information derived in the project plan and collaboration meetings in MD internal tracking systems
  • Provide operational oversight of on-boarding related service delivery and ensure related deliverables are timely and of high quality 
  • Periodically review customer technology deployments for proper functionality and optimization
  • For existing customers, facilitate changes in service and implementation of additional hardware
  • Complete provisioning requests submitted by TAM and/or Customer for all FireEye technology and perform traffic validation
  • Assist more senior team members (Lead/Principal STM) with longer term strategy goals and improvement initiatives



  • Deep understanding of network security design and architecture
  • Deep understanding of computer networking and protocols
  • Mastery of Unix or Windows operating system
  • Clear comprehension of the components that comprise a successful information security program
  • Demonstrated comprehension of information security principles and risk management
  • Deep understanding of security controls for common platforms and devices, including Windows, Unix, Linux, and network equipment
  • Understanding of tools and technologies used for enterprise security
  • Understanding of current information security challenges and solutions
  • Demonstrated ability to lead and track multiple projects with divergent schedules
  • Demonstrated ability to deliver succinct and fact-based communications, both verbally and in writing
  • Strong interpersonal skills to successfully interface and establish rapport with customers and coworkers
  • Mastery of formal project management skills in planning, tracking, and reporting
  • Demonstrated ability to manage and meet customer expectations
  • Demonstrated ability to operate autonomously, accomplishing work activities with little supervision and take direction from more senior team members (Lead/Principal STM)
  • Technical background in a computer discipline, e.g. network administration, systems administration or development
  • Minimum of five years of information technology experience
  • One year of experience as an STM or equivalent

Additional Qualifications:

  • Bachelor’s degree in a technical discipline
  • Availability to travel up to 35%
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Onkar By: Onkar