The Managed Extended Detection and Response (MXDR) department focuses on protecting clients' networks and endpoints 24/7 by providing cost-effective & tailored security services. The team comprises highly skilled professionals with expertise in various aspects of cybersecurity, working together to ensure clients' digital environments remain secure and compliant.
1. Objectives and Scope of Services
2. Technologies and tools
3. Integration with other departments
4. Common use cases and scenarios
5. Key Performance Indicators (KPIs)
6. Standard Operating Procedures (SOPs)
7. Continuous improvement
8. Team Member qualifications, skills, and certifications
9. Staying up-to-date with Cybersecurity Threads and Trends
10. Team Structure and Roles
11. Incident Response Process
12. Contribution to Risk Management and Compliance
13. Training and Development Programs
14. Resource allocation and prioritization
15. Proactive Threat Hunting and Early Detection
16. Vulnerability Management Process
17. Data Privacy and Protection
18. Measuring Customer satisfaction and service effectiveness
I. Objectives and Scope of Services
The primary objective of the MXDR department is to protect clients and provide responsive support in case of security incidents. The team aims to reduce clients' costs by offering efficient security monitoring and management services, leveraging their collective knowledge and experience to provide a friendly, familiar, and customized approach for each client.
Key services offered by the MXDR department include:
- Continuous security monitoring;
- Incident detection and response;
- Proactive threat hunting;
- Vulnerability management;
- 24x7 client support.
II. Technologies and tools
To achieve their goals, the MXDR team uses various technologies and tools, such as:
- Custom dashboard for monitoring and managing client systems (TAC);
- Heimdal Next-Gen AntiVirus;
- Heimdal Ransomware Encryption Protection;
- Heimdal VectorN;
- Sample collection and analysis tools for lab file analysis, static and dynamic malware analysis;
- Sandbox testing for in-depth threat analysis;
- Log analysis tools for gathering insights from XTP logs, Firewall logs, EventViewer logs, and Heimdal logs.
III. Integration with other departments
The MXDR department works closely with other departments within the organization, such as research and development, quality assurance, and support teams, to ensure a seamless and coordinated approach to security and threat management.
IV. Common use cases and scenarios
The MXDR department addresses various security incidents and threats, including:
- Ransomware attacks;
- Potential malicious files entering client systems;
- System patching and vulnerability remediation.
V. Key Performance Indicators (KPIs)
The MXDR department measures success using KPIs, such as:
- Timely detection and response to security incidents;
- Effective communication and support for clients;
- Overall reduction in client vulnerabilities.
VI. Standard Operating Procedures (SOPs)
The MXDR team follows SOPs for various situations, including client onboarding, handling alerts, and responding to infections or ransomware attacks. These SOPs ensure consistent and effective service delivery for clients.
VII. Continuous improvement
The MXDR department ensures continuous improvement by monitoring trends in malware and ransomware attacks, collaborating with other teams, and staying updated with the latest technologies, patterns, tactics, and response processes.
VIII. Team Member qualifications, skills, and certifications
MXDR team members possess a range of qualifications and skills, including strong interpersonal abilities, analytical and reporting skills, problem-solving expertise, and experience in network security, cybersecurity, and related fields. Team members also undergo regular training and certification programs to maintain and enhance their knowledge.
IX. Staying up-to-date with Cybersecurity Threats and Trends
The MXDR department stays current with the latest cybersecurity threats, trends, and best practices by collaborating with internal research teams, and industry partners, attending conferences, workshops, and webinars, and subscribing to relevant publications.
X. Team Structure and Roles
The MXDR team consists of XDR Security Engineers who have the role of analysts, incident responders, and threat hunters and are working together with the team leader(s), together having various responsibilities in monitoring, responding to, and preventing security incidents.
XI. Incident Response Process
The incident response process includes detection, triage, investigation, containment, eradication, recovery, and post-incident analysis, ensuring a thorough and effective approach to managing security incidents.
XII. Contribution to Risk Management and Compliance
The MXDR department contributes to organizational risk management and compliance efforts by continuously monitoring client networks for security threats and vulnerabilities, assisting in the mitigation of risks, and providing guidance on security best practices. Their efforts help clients maintain a robust security posture, meet regulatory requirements, and reduce the likelihood of ransomware attacks or any other security incidents.
XIII. Training and Development Programs
MXDR team members have access to various internal and external training programs, certifications, and workshops covering a wide range of cybersecurity topics. These opportunities help them stay up-to-date with the latest industry trends, expand their skill sets, and enhance their ability to deliver top-quality services to clients.
XIV. Resource Allocation and Prioritization
Resource allocation and prioritization for MXDR projects and initiatives are based on factors such as the potential impact on clients, urgency, the severity of threats, available resources, and strategic alignment with organizational goals. The MXDR team regularly reviews ongoing projects and evaluates new initiatives to ensure the team's efforts are focused on the most critical and valuable activities.
XV. Proactive Threat Hunting and Early Detection
The MXDR department employs a proactive threat-hunting approach, using advanced analytics, threat intelligence, and other tools to identify unusual patterns, suspicious behavior, or indicators of compromise. By staying up-to-date with the latest threat trends and tactics, the team can recognize potential security incidents before they escalate into more significant issues.
XVI. Vulnerability Management Process
The vulnerability management process includes identification, assessment, remediation, verification, and reporting, ensuring a comprehensive approach to managing and addressing client vulnerabilities.
XVII. Data Privacy and Protection
The MXDR department adheres to strict data privacy and security policies, ensuring sensitive information is protected at all times. This includes using encryption, access controls, and secure communication channels when handling client data, as well as following industry best practices and relevant data protection regulations.
XVIII. Measuring Customer Satisfaction and Service Effectiveness
Customer satisfaction is assessed through various channels, such as regular client meetings, satisfaction surveys, and support interaction feedback. The MXDR department also tracks key performance indicators (KPIs) to evaluate the effectiveness of its services and identify areas for improvement, ensuring the continued delivery of high-quality services that meet clients' needs and expectations.
The MXDR department is committed to providing comprehensive and effective cybersecurity services to clients, using a combination of advanced technologies, skilled professionals, and proven processes. By continuously improving their methods and staying current with the latest threats and trends, the MXDR team ensures that clients' digital environments remain secure and compliant.