Tag Archive for: skills gap

Solving the Challenge of Cybersecurity Employee Retention and Skills Gaps in Hospitality

Staff turnover is something that every company has to grapple with. However, when that turnover is from an already lean cybersecurity team within the hospitality or gaming industries, the impact can be drastic. Not only does it take time to find and onboard replacements, but when working with such a specialized team, where the knowledge base can be compartmentalized sometimes down to an individual, the associated skills leave the team as well.

So how can organizations address the issues surrounding cybersecurity employee retention and the related skills gap? To answer this question we will take a closer look at the causes, greater impacts, and provide actionable recommendations to shore up your teams and cybersecurity.

Combating High Levels of Security Staff Turnover

Staff turnover rates in hospitality are notoriously high. The industry has been plagued by employee retention woes for years, and these issues worsened considerably during and after the pandemic, when many other industries were able to work remotely. 

A high level of turnover within security teams brings increased cyber risks to organizations. Gaps in important skills emerge that are both time-consuming and costly to fill. These skills span both technical and strategic/leadership functions, the absence of which leaves organizations in the hospitality space more susceptible to being successfully breached. 

In 2019, hotelier Marriott International faced costs of $126 million after a significant breach of its IT systems. Marriot then suffered an additional breach in 2022 after an employee was duped into giving computer access to threat actors. 

There are steps that can be taken that increase cybersecurity employee retention rates in hospitality. Offering and incentivizing good retirement or health benefits can make a big difference. Since many employees in this industry, like cybersecurity teams at casinos, can not work from home, even smaller perks, like free food or commuter benefits, can help keep employees engaged. 

These benefits don’t always have to cost money. Cybersecurity workers in the hospitality space often feel underappreciated because they are not front and center with their customers. Making people feel recognized at work can be a pivotal way to motivate them to continue working hard for their organization. This desire to be recognized stretches from general security operations positions right up to the CISO level, and should never be underestimated. Sometimes the littlest things make the biggest difference.

Download the Cybersecurity Guide for the Hospitality Industries to get more insights and tips into securing your organization from cyber attacks.


Mandatory Encourage Cybersecurity Training and Awareness

If hospitality cybersecurity is to improve, every employee in the organization needs to buy in. By training employees on the safe and proper use of all relevant software and hardware, including point-of-sale (POS) systems and terminals, front desk computers, and property management systems (PMS), you can help lessen the workload for the cybersecurity teams and minimize the chance of human error; this not only takes some weight off a hospitality’s cybersecurity team shoulders but also shows them their is support from an organizational level, which helps with employee retention. Training should encompass common tactics such as social engineering techniques, which play a dominant role in facilitating many hospitality data breaches, and general cybersecurity awareness through regular corporate reminders, checklists, flyers around the premises, and more. 

For hospitality cybersecurity teams, offering industry- or vendor-specific training will not only help cover the skills gap, but will help employees feel there is room for growth. One study found that employees with professional development opportunities have 34% higher retention. Providing these opportunities offers another avenue to incentivize security staff to stay. 

Finding the Balance

One of the biggest difficulties in strengthening hospitality cybersecurity coverage is that threat actors don’t operate on a 9-5 schedule. While most hospitality organizations don’t follow this schedule either, the average casino, restaurant, or hotel may only have a couple of well-trained IT security personnel; this level of human resources is not sufficient to manage the sophistication and volume of modern cyber threats, not to mention cover shifts on nights, weekends or holidays. 

Complicating matters further is the infrastructural complexity of hospitality IT environments. Take cybersecurity for casinos as a poignant example. As a $44 billion-sized industry, threat actors have their eyes on a very big prize. In fact, the cybersecurity threats to casinos are so high that the FBI Cyber Crime Division issued a private industry notification in November 2021 highlighting growing ransomware risks to tribal casinos. The FBI notice followed a similar warning earlier in 2021 from the National Indian Gaming Commission that cyber attacks on tribal casinos have jumped 1000% since 2021.

Digital transformation strategies have seen huge operational shifts in casinos, with moves towards cloud computing and online gambling services. SaaS applications replace many on-premise systems while cloud file storage services offer more cost-efficient ways to store databases. However, if these aren’t setup and maintained properly, which can be a struggle given the current global cybersecurity skills gap, they could be an easy way in for a threat actor.

When a hospitality cybersecurity team relies solely on an in-house staff, there is continued risk of employee turnover. When someone leaves, filling the role is difficult enough, but onboarding and gaining company-specific knowledge takes time that hospitality businesses can’t afford. It takes a long time to glean the experience and knowledge required to truly understand the infrastructural intricacies of hospitality networks, apps, and security processes. That is why many hospitality organizations are now looking to find a cybersecurity partner, keeping their strengths in-house and outsourcing the rest. Services such as 24/7 security operations center (SOC) monitoring, detection and response can provide a huge relief to an overworked internal team. 

How Proficio Helps Mitigate The Skills Gap in Hospitality

Proficio’s range of managed security services can help casinos, restaurants, hotels and others in the hospitality industry mitigate the impacts of a continued cyber skills gap. Our global network of SOCs provides around-the-clock expert monitoring, investigating, and triaging of suspicious events. With additional services, such as automated response and Risk-Based Vulnerability Management, Proficio can help your team catch cyber threats before they damage your organization. To learn more,…

The Cybersecurity Acronym Overload

What is the difference between an MSSP and an MDR service provider (and everything in between)?

As any industry evolves, it is common for new categories of products and services to proliferate. In the case of cybersecurity services, many of the new services have been introduced to respond to the evolving threat landscape or to support new technologies – but in some respects, it’s also become a way for vendors to differentiate themselves.

So, it is not surprising that questions like, “what is the difference between an MSSP and an MDR service provider,” and “what is a SOC-as-a-Service provider” are some of the top managed security services Google searches.

As a co-founder of Proficio I have a unique perspective on how this proliferation of labels came about and what the future holds.

People, Process and Technology

These three pillars are the building blocks of a security operations. People, process, and technology are the threads that run through MSSP, MSS, SOC-as-a-Service (SOCaaS), MDR, and XDR services. However, many organizations are constrained by a limited budget to achieve desirable cybersecurity outcomes which is why the managed security services industry exists.

Let’s quickly put some context around each:

People: Cybersecurity-Skills-Gap

The difficulty of hiring and retaining cybersecurity experts is one of the primary motivations behind outsourcing security operations to service providers. People challenges are due in part to the cyber skills gap and in part a function of scale. Large organizations are better able to staff a 24/7 SOC (requires a minimum team of 10 to 12 people) and train their teams on technologies like AI, next-generation endpoint software, and cloud infrastructures. Medium-sized organizations (and smaller) are often not be big enough to dedicate headcount to specialist roles like SIEM Administrator, Content Developer, Incident Responder, or Data Scientist.


Process is the glue that ensures consistent and effective action. Process encompasses the definition of roles and responsibilities, workflow, policies and procedures, and more. The time and effort needed to harden and document processes is frequently underestimated. Look back in time at some of the largest security breaches and you will find process issues in many cases. The 2013 data breach of the retail giant Target is a prime example. While multiple issues related to this breach, the fact that Target’s SOC did not respond to FireEye alerts resulted in the breach being undetected. How an indicator of compromise is investigated and remediated is fundamentally a process issue.


Technology is the third building block supporting security operations. Building and managing a technology stack for cybersecurity is challenging and doubly difficult for organizations with limited resources. The complexity of Security Information and Event Management (SIEM) software is often sufficient reason for businesses to turn to managed service providers. SIEM systems collect event logs from an organization’s network, endpoints, cloud infrastructure and security tools. Log data is analyzed and alerts are generated for further investigation and remediation. However, the quality of security alerts is only as good as the data ingested by the system, alongside the rules and use cases used to filter and prioritize the alerts. While there are tips to maximizing the value of your SIEM, time erodes the efficacy of a SIEM; products and log formats will change, new threats make old rules irrelevant, and the experts that originally set up the SIEM often move on to greener pastures.

What is a Managed Security Services Provider (MSSP)?

The role of an MSSP starts with log management, as collecting and retaining logs is a requirement for compliance mandates like PCI and HIPAA. But before centralized log management, the event data collected from each security device was siloed. As a result, if a firewall engineer saw an alert for a port scan and a Windows administrator saw failed login attempts followed by a successful login, they may not realize that the same host is involved in both events. Minimally, an MSSP is responsible for alerting their clients to threats and suspicious events with the goal of reducing the risk of a security breach. MSSPs offer a wide range of capabilities including vulnerability management, incident response, and pen testing.

According to Wikipedia, “the roots of MSSPs are in the Internet Service Providers (ISPs) in the mid to late 1990s. Initially, ISP(s) would sell customers a firewall appliance, as customer premises equipment (CPE), and for an additional fee would manage the customer-owned firewall.” Today, MSSPs continue to manage security products such as firewalls, IDS/IPS, and WAFs on behalf of their clients. The management of security devices typically includes making configuration changes, patching, tuning, and health and performance monitoring. Managed Security Services (MSS) has been used to connote both device management and the security monitoring functions offered by MSSPs.

The terms fully managed and co-managed describe the service models used by MSSPs. Fully managed applies where security technologies, like SIEM software, are owned and operated by the MSSP and used for the benefit of their clients who are users of security information. A co-managed approach provides the client more control, for example a SIEM owned by the client where the MSSP and the client share administrative responsibilities.

What is SOC-as-a-Service? Difference-between-MSSP-and-MDR

The term SOC-as-a-Service was created “to describe how clients benefit from 24/7 monitoring and the same advanced threat detection technology that is used in sophisticated SOCs serving large enterprises and governments.” In 2010, Software-as-a-Service (SaaS) was already a significant industry with adoption being driven by the advantages of an on-demand, subscription model with no dependency on the existing IT infrastructure.

SOC-as-a-Service or SOCaaS is a logical extension of the SaaS where SIEM software is delivered as a service, and instead of staffing up an in-house SOC, multiple clients share the capabilities of a 24/7 SOC responsible for threat detection, altering, and response.

The goal for many SOC-as-a-Service providers, like Proficio, is to provide businesses the same quality of service that a large enterprise receives in-house, at an affordable price. This requires a true partnership with clients and the flexibility to act as an extension of their IT security team.

So how does SOC-as-a-Service differ from the offerings of an MSSP and what sort of business should use it? SOC-as-a-Service focuses on fully managed cloud-based services which are ideal for small to medium-sized organizations. Vendors providing SOC-as-a-Service are less likely to work with client-owned SIEMs and manage security devices, but this is not an absolute rule.

While SOCaaS providers offer many of the same capabilities as MSSPs, they are less likely to manage security devices and may not support as broad a set of log sources.

What is the difference between an MSSP and an MDR service provider?

MDR service providers offer more advanced threat detection and response capabilities than MSSPs. Key capabilities to expect from MDRs include:

When Gartner issued their first Market Guide for Managed Detection and Response Services, they categorized MSSPs as being more focused on monitoring perimeter security and lacking threat detection capabilities for the cloud and endpoints. Gartner also posited that MSSPs are more focused on meeting compliance requirements than MDRs. Fewer MDRs manage security devices – a service offered by many MSSPs.

MDRs must continue to adapt to new challenges to meet the demands of a Next-Generation MDR Service Provider.

What is an XDR Service

XDR is a new evolution of MDR, that includes threat detection and response capabilities. The X stands for eXtended capabilities, that go beyond EDR. XDR integrates multiple security control points (endpoint, network, cloud, email, authentication) to automate threat detection and response. The concept of XDR has been promoted by leading industry analysts (notably Gartner) and is starting to be adopted, and perhaps hyped, by vendors.

You might ask, how is XDR different from SOAR? Both approaches apply use cases to log data to trigger automation and orchestrations. However, XDR will have broader integration among security controls using native APIs. For example, where an event might result in SOAR triggering containment of an endpoint and even orchestrating a remediation workflow, XDR could also automate responses from other layers of security such as blacklisting the source of malware at the perimeter.

One challenge for prospective users of XDR is they risk being locked into a single vendor solution. Most enterprises have multiple existing security vendors and unless they are already budgeted for a broad refresh, adopting this approach may be a protracted and expensive process.

Proficio and others are addressing the shortfall of XDR with Open XDR. Like XDR, Open XDR  integrates multiple layers of security while also supporting more than one vendor for each control point to provide customers with more flexibility and security.

What Does it All Mean? MSSP and MDR business person question marks

When you think to yourself, “what is the difference between an MSSP and an MDR service provider?”, it’s obvious there is no clear-cut answer. There continues to be some fluidity around the labels used to describe the providers of managed security services or security tools. Buyers of these services need to assess if the core capabilities of a prospective partner complement their existing capabilities and align with their goals.


Here are 5 areas to explore:

  1. Compliance

If your organization must adhere to one or more compliance mandates, validate the service achieves that goal. Can your MSSP or MDR retain logs for the required period? Does your MSSP or MDR support industry specific requirements such as file integrity monitoring in the case of PCI? These are important criteria to discuss before selecting a partner.

  1. Threat Discovery

Effective threat detection is a precondition to protecting your organization from damaging cyberattacks. Understand how the provider uses threat intelligence, security analytics, and automation for cost effective threat discovery and what expert human resources are applied to event investigations and threat hunting. Determine what is important for you and realistic within your budget.

  1. Response Automation

The ability to rapidly contain a threat is a good reason to select a specific MDR service provider. Some MDR providers support third party SOAR products and others offer automated response using native capabilities in their threat management platform. But don’t assume anything – you should always validate that the MDR provider supports your preferred endpoint and firewall vendors. Before implementing, it is also important to check that you have organizational buy in to automating changes to endpoints or network configurations.

  1. Technology Stack

Whichever label your vendor uses to describe their services, they will come to you with a predefined technology stack. This will affect how well your existing and planned technologies integrate with your provider. For example, your provider may support one or several SIEM vendors or they may have developed their own threat management platform. Ask if your vendor requires you to install a hardware sensor or add endpoint agents; these requirements can create network clutter and negatively impact performance and compactivity. Not all vendors are able to parse data from critical points of telemetry in your environment or support automation and orchestration for your existing security products.

  1. Control

Ask yourself how much control you need of the infrastructure and data involved in security operations. Do you want to use your own SIEM or do you prefer a platform hosted by your managed security service provider? Will this change in the future? Do you need to own the log data that has been collected? How important is it to have the ability to do granular searching and run reports with the providers system? Conventional wisdom is organizations are willing to devolve control to reduce cost and complexity, but this should be a conscious decision.

Final Thoughts

Choosing a cybersecurity partner is a major decision. Proficio has been acting an extension of our clients’ team to help them achieve their cybersecurity goals for over 10 years. If you’re currently using, or considering using, an MDR Service Provider, download our MDR Checklist to ensure you’re getting an effective service. Tune into our video podcast series called Cyber Chats to hear industry experts discuss cybersecurity issues and best practices. If there’s anything more we can do to help, please let us know.


Proficio Cyber Chats With ePlus

How are cybersecurity teams adjusting to the current threat landscape and what can they do to stay ahead? Hear what Proficio CEO and Co-Founder, Brad Taylor and VP of Solutions for ePlus, Lee Waskevich, had to say about this and other topics influencing todays cybersecurity industry.

With many cybersecurity teams facing resource constraints, Brad and Lee talk about some alternatives for those organizations. These include adding automation to augment staffing or using a risk-based approach to focus on your most critical vulnerabilities. What else do they suggest? Listen to find out!

Proficio Cyber Chats With VMware Carbon Black

How do you develop a mature cyber program? A question that many organizations struggle with. On this episode of Cyber Chats, Proficio’s Carl Adasa and Rick McElroy of Carbon Black discussion kicks off with possible answers to that question. Their experience both from the provider and vendor side gives them a unique perspective on how companies can build up a strong internal program.

With this goal in mind, they go on to address the challenges many teams face, with the lack of qualified cybersecurity professionals available to hire. This leads many organizations to outsourcing some or all of their security needs, which means finding the right partner is critical. So, what should you look for? And what can you do to help win the war on cybercrime? Tune in to find out.

10 Ways to Address the Cyber Skills Gap

With all the layoffs and furloughs due to COVID-19, you may be wondering if the shortage of cyber professionals is still a problem. According to Gartner, the answer is yes. Citing the rise in COVID-19 themed cyberattacks, Gartner saw the demand for information security roles surge in February 2020.

Industry experts now count the global shortage of cybersecurity professionals in the millions. To hiring managers, this simply means good people are very hard to find and even harder to retain within their budget.


The labor shortage is complicated by the proliferation of roles that are needed to support a strong cybersecurity defense. For example, staffing a Security Operations Center (SOC) requires a team of security analysts, threat responders, security engineers, and SIEM content developers. Many organizations are not big enough to support full-time employees with such a narrow cybersecurity specialization. And when you add in the requirement to staff a 24/7 operation, the cost and time to build a team can become insurmountable.

Here are three areas where you can combat the staffing shortages in our industry.

Talent Sourcing

  1. Partner with Educational Institutes

Universities and Technical Colleges offer a range of cybersecurity courses and degree programs that may one day help shrink the skills gap. In the meantime, employers should identify local educational institutes and recruit students into intern and entry-level positions. Consider offering to be a guest presenter, hosting a tour of your company, or contact the college’s student placement team and ask about hiring events.

  1. Hire More Women

Women only make up a quarter of the cyber workforce, but bring many desirable skills and unique perspectives to cybersecurity roles. Get involved in networking groups for women interested in cybersecurity and demonstrate to female candidates that your organization is an environment where they are valued and can achieve their career goals.

  1. Recruit Veterans


Veterans are accustomed to working in demanding environments, using advanced technology, and being trusted with confidential information. There are multiple opportunities for employers to support veteran’s groups that focus on cybersecurity training and gain more visibility as a potential employer.

  1. Look for Adjacent Skills

Hiring managers like to find people who have experience in a role that is similar to the job vacancy they are trying to fill. In a tight labor market, you can expand your candidate pool by recruiting based on skills vs. roles. For example, search for candidates with computer networking or ITSM skills, that can be trained on the missing skillset.

Reduce the Need

  1. Automate

IT teams should look for opportunities to automate workflow and remediation tasks, to create faster processes and reduce the workload. Security Orchestration Automation and Response (SOAR) tools can increase productivity and reduce the need for incremental hiring.

  1. Train

Skills Gap Employee Training

Like automation strategies, effective training increases the productivity of your IT security team. Cybersecurity professionals are often focused on achieving certifications that increase their marketability but do not necessarily increase their productivity. Map your teams skills gaps to key objectives and explore training courses that allow your team to optimize the tools you have in place.

  1. Retain

Employee turnover has a negative impact on productivity and quality and is a significant time drain for hiring managers. Effective retention strategies include offering a career path, paying competitively, providing training, and offering the ability to work remotely.

Change the Dynamic

  1. Co-Managed/Outsourced Model

Skills-Gap-Outsource MSSP

Many organizations do not have the scale or budget to hire a team of cyber professionals. Outsourcing this function to a managed security service provider (MSSP) taps into a pool of trained experts, allowing the client to leverage the MSSP’s investments in tools and benefit from their mature processes.

  1. Hire Remote Employees

COVID-19 has altered the expectations of working from home. Traditionally, companies required security staff to work in a secure physical location or Security Operations Center (SOC). While there are still advantages from team members collaborating from the same location, IT security managers are becoming more accepting of virtual collaboration. This shift provides more flexibility for those in the industry and will be a differentiator in combatting the cyber skills gap.

  1. Move SOC Location

The challenge of staffing and managing a 24/7 operation is non-trivial. Studies of human behavior show that productivity and effectiveness degrade during second and third shifts. Adopting a follow-the-sun model allows employees to work during local business hours, attracting higher quality and more experienced professionals who otherwise would not sacrifice their quality of life by working graveyard shifts. Moving a SOC can also take advantage of the availability of skilled labor in locations near universities or other big employers.