Understanding the challenge

Cybercrime is growing by 15% YOY and will cost companies worldwide an estimated $10.5 trillion annually by 2025. Consequently, efficient and reliable security support is paramount.

Conferring with our client, FDM’s account management team established that, although operating globally, they had no global support function.

Existing support was centralized offshore, with minimal local support from Canada, and produced an unsatisfactory quality of the service due to response time and speed of resolution of tickets.

A global solution was sought to support people in local time zones, offering improved coverage, response time and quality of service.

To achieve this, they were looking to expand their information security teams to create a comprehensive shift work schedule across the US, Canada, UK and Singapore.

They would require L1, or Level 1, support to handle basic queries, L2 support technicians with a deeper understanding of more complex problems and L3 support for expert-level troubleshooting.

FDM determined that a team of security operations centre (SOC) analysts was needed, including Cyber Security Analysts, Data & Systems Security Analysts, Information Security Engineers and Junior Security Architects.

Specialist skills, at speed

An initial cohort of 10 consultants was determined for positions in Toronto.

Capitalizing on existing junior talent, FDM’s recruitment team isolated leading candidates for training to the client’s specific requirements. When resourcing for help desk, candidates would be assessed for their problem solving and communication skills and flexibility to work round-the-clock shift schedules.

FDM’s Skills Lab team designed and built a program of customised training comprising professional skills, SQL, Excel VBA, UNIX, ITIL Foundation, OS Admin, Networking Lite, IT Security and Advanced Information Security.

FDM’s Agile training methodology ensured delivery across diverse capabilities and speed-to-site. After undergoing fundamental training, individuals selected by the client were upskilled in networking and information security modules, becoming on-site ready within 3 weeks.

Service expanded globally

The first team of consultants was assigned in the bank’s Toronto centre on a 24/7/365 work schedule to service their global locations in the areas of Cyber Security and Financial Crimes resulting in improved speed on resolving problems and closing tickets.

Effective overhead costs reduction

During this process, FDM trained consultants to hand off and take over from each other and provide critical local support in the US, UK and Singapore. Through successful on-site deployment in these other locations, we helped the client expand their service globally, allowing the Toronto centre to return to regular working hours, reducing overhead costs.

Fulfilment of talent target

As a result of partnering with FDM, the client received their required pipeline of junior talent – 20 consultants deployed on-site with the attitude and aptitude to become valuable Cyber Support and Information Security Analysts.

Upon completion of their two years with FDM, 7/10 of the assigned Toronto team internalised. An increase on retention providing optimal long-term ROI.

Exceeding expectations

During the COVID-19 outbreak, four consultants, who had been trained and hired prior, went above and beyond as critical business resources delivering essential support to the bank’s employees working remotely.