Provides senior-level security operations support in a 24x7 MDR environment. Leads complex customer escalations, investigates endpoint, network, cloud, identity, email, and phishing threats, and performs root-cause analysis. Builds automated playbooks, training materials, and knowledge content; audits support quality and coaches analysts. Partners cross-functionally to improve tooling, detections, processes, and AI-enabled investigations while communicating sensitive issues clearly to customers.