A Dynamic Framework Enhancing Situational Awareness in Cybersecurity SOC—IR

Organizations today face a significant challenge in protecting their valuable IT assets. Cyber criminals unlimited to physical boundaries are able to disrupt and destroy cyber infrastructure, deny organizations access to IT services and steal sensitive data. With the purpose of employing socio-technical systems to detect, analyze and respond to these threats, enterprises organize security operations centres at the heart of their entities. As the environment constantly shifts (i.e., in 2020 the corona virus triggered a digital upheaval creating new attack surfaces; today the Ukrainian war have triggered cyber-conflict) the dependency on these systems increases the need for situational awareness. Essentially, having the capability to gather relevant information from the environment, the means to understand the gathered information, and reflecting that gained understanding for the current environment. This exploratory study examines how such capabilities are operationalized in leading Managed security service providers (MSSPs) providing cybersecurity operations and incident response, and looks at how situation awareness knowledge is constructed through the organizational levels of the enterprise detection & response. In this context, situational awareness span over different levels in the organization starting from team personnel, ending at top management. Thus, providing situational awareness at the different organizational levels is considered a complex process involving various sources of information, different levels of perspective, and different interpretations which trigger a complex set of decision-making processes. To explore this, we constructed a theory-informed narrative using a theoretical lens that resulted in the formulation of a conceptual framework. Thus, through interviews with practitioners from across the organizational levels of two leading MSSPs; parallel to inquiring about general aspects surrounding the subject of enterprise response, the conceptual frame-work was validated. The interview responses were then coded using categorization. The analysis informed the development of the conceptual framework, and so the framework was adjusted to account for the findings. Through interpretation of empirical evidence, the result is a final validated framework which models how cybersecurity operations are operationalized in the enterprise detection & response of leading MSSPs. With emphasis on situation awareness, the framework shows how technology, people and processes either support or engage in the perception, comprehension and projection of situation awareness knowledge in order to make informed decisions. Consequently, the framework takes into account the activities held post-incident to reflect upon the response, which we argue allows for the construction of team situation awareness. Our work contributes to situation awareness theory in the context of cybersecurity operations and incident response by advancing the understanding of the organizational capabilities of MSSPs to develop awareness of the cyber-threat landscape and the broader operational dynamics. By introducing the dynamic framework enhancing situation awareness in cybersecurity SOC—IR we expand on the models of Endsley (1995) and Ahmad et al. (2021) by combining elements of existing work with empirical findings to reflect best practices applied in MSSPs