Tokio Marine HCC

Operations

• Monitor IR intake channels and ensure requests are acknowledged and actioned within the required 15-minute response SLA
• Maintain real-time visibility into consultant capacity, active engagements, skills, availability, and calendars
• Coordinate scoping calls, identify alternate resources, and facilitate handoff to assigned engagement teams
• Escalate capacity, scheduling, or intake issues that could delay client response or engagement acceptance
• Support operational processes required for 24/7/365 IR intake and scoping
• Coordinate engagement kick-offs, schedules, milestones, meetings, action items, and follow-up
• Coordinate availability across clients, counsel, consultants, and internal stakeholders
• Maintain accurate engagement records, including changes in scope, staffing, timing, or commercial terms
• Identify stalled engagements, clarify next steps, and escalate blockers
• Support IR leadership with special projects and service-delivery initiatives
• Prepare, route, track, and coordinate execution of Statements of Work and related engagement documentation
• Coordinate delivery to clients and counsel and follow up on outstanding signatures or information
• Coordinate SOW redlines with legal, maintain version control, and ensure approved language is used
• Track commercial terms, scope, approvals, exceptions, and executed agreements
• Ensure executed SOWs are promptly transitioned to engagement teams
• Initiate and coordinate client invoicing upon completion of IR engagements in accordance with executed SOW terms
• Validate engagement completion, scope, fees, and supporting documentation
• Partner with finance to resolve billing questions, discrepancies, or missing information
• Maintain accurate engagement and billing records supporting revenue recognition, reporting, and audit requirements
• Maintain accurate intake, opportunity, engagement, consultant assignment, SOW, and billing information
• Report on intake volume, response SLA performance, capacity, engagement status, aging items, lost opportunities, and billing activity
• Maintain templates, checklists, SOPs, and recurring workflows supporting operational efficiency
• Identify process gaps and opportunities to reduce manual effort, improve response times, and increase revenue capture
• Perform periodic data-quality reviews and resolve incomplete records
• Serve as a central coordinator across IR consultants, Engagement Managers, leadership, TMHCC Cyber Incident Management, legal, finance, counsel, and clients
• Communicate operational next steps, ownership, deadlines, availability, engagement status, and outstanding actions
• Support process improvement and service-scaling initiatives as Vector3 expands its Incident Response operating model
• Comply with corporate policies and protect confidential client and company information
• Maintain accurate SOW, engagement, capacity, and billing documentation and required approvals
• Monitor assigned workflows and escalate exceptions or control issues appropriately

Commercial Operations Specialist, IR

Security Operations

• Review and investigate MDR alerts requiring customer follow-up.
• Support incident validation, scoping, and remediation activities.
• Conduct log analysis and security investigations.
• Assist customers with containment and recovery validation.
• Document investigative findings and recommendations.
• Support deployment and administration of Sophos MDR technologies.
• Assist with endpoint onboarding, integrations, and configuration activities.
• Troubleshoot technical issues involving MDR platforms.
• Validate policy configurations and security controls.
• Maintain technical documentation and operational runbooks.
• Support Cyber Hygiene assessments and compliance reviews.
• Assist with security maturity evaluations.
• Review customer environments for security improvement opportunities.
• Provide technical recommendations aligned to security best practices.
• Work closely with TAMs on customer engagements.
• Coordinate with Sophos MDR teams during investigations.
• Support DFIR personnel during escalated incidents.
• Participate in service improvement initiatives.
• Prioritize investigations, technical support requests, and operational activities.
• Prepare technical reports, investigation summaries, and operational documentation.
• Analyze security events, endpoint telemetry, cloud audit logs, network traffic, and security platform data.
• Validate alerts, identify root causes, and recommend remediation actions.
• Maintain awareness of emerging threats, attack techniques, and cybersecurity best practices.
• Comply with corporate security policies, confidentiality requirements, and regulatory obligations.
• Contribute to operational processes and technical playbooks.
• Partner with Technical Account Managers, Sophos MDR personnel, internal engineering teams, and DFIR consultants during investigations and escalations.
• Support knowledge sharing and continuous improvement across the Managed Services organization.

Security Operations Engineer

Claims Specialist

• Handle complex claims proactively from First Notice of Loss (FNOL) through resolution while advising business partners
• Analyze and draft coverage letters and communicate coverage positions to insureds, brokers, and agents
• Assimilate transfer cases and maintain current diaries on all files
• Work on and bring all files current
• Apply best practices to all files
• Maintain a 1-to-1 open-to-close ratio while reducing average indemnity and ALE
• Investigate claims and direct and monitor outside vendors or experts when needed
• Draft high-quality reports and set timely reserves or escalate cases exceeding authority
• Provide technical advice to claims leadership and underwriting
• Mentor and educate less experienced adjusters
• Travel to conferences, mediations, and trials as necessary
• Become proficient on all systems
• Develop work plans, timelines, and goals; assign resources and meet deadlines
• Communicate team or work-unit results and recommendations to management and clients
• Improve business processes and assist with implementing new processes
• Ensure thorough, cost-efficient, and productive work
• Comply with corporate policies and procedures and report control breakdowns
• Plan, conduct, supervise, train, and assign work; may assist with personnel reviews and evaluations

Commercial Operations Specialist, IR

Security Operations Engineer

Lead Casualty Claims Adjuster