An Anthropological Study of Security Operations Centers to Improve Operational Efficiency

vi CHAPTER 1: INTRODUCTION 1 CHAPTER 2: RESEARCH METHODOLOGY 6 2.1 Observation Strategy 7 2.2 Ethics and Participant Safety 8 CHAPTER 3: SOC HUMAN CAPITAL MANAGEMENT 9 3.1 Fieldwork Setup 11 3.2 SOC Demography 12 3.3 Gaining Trust and Acceptance 12 3.4 Data Collection 12 CHAPTER 4: GROUNDED THEORY APPROACH TO DATA ANALYSIS 13 4.1 Open Coding 13 4.2 Axial Coding 14 4.3 Selective Coding 15 CHAPTER 5: A MODEL FOR SOC ANALYST BURNOUT 17 5.1 Human Capital 17 5.1.1 Skills 18 5.1.2 Empowerment 19 5.1.3 Creativity 20 5.1.4 Growth 21 5.1.5 Burnout Trajectory and Avoidance 22 5.2 Automation 23 5.3 Operational Efficiency 26 5.4 Metrics 27 5.5 Burnout Model Validation 30 5.6 Fieldwork Setup 31 5.7 Burnout Symptoms 31 5.8 Automation 31 5.9 Empowerment 32 5.10 Metrics 34

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