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This article on SOC culture features insights from a video interview with Ben Brigida and Ray Pugh, SOC operations leaders at Expel.
The complete interview can be found here: How to measure a SOC
Strong SOC culture represents the foundation upon which high-performing security operations centers are built. SOC culture encompasses the shared values, behaviors, and practices that enable security teams to collaborate effectively, ask for help without hesitation, learn from mistakes, and maintain resilience in the face of sophisticated cyber threats. A healthy SOC culture prioritizes teamwork, candor, continuous learning, and customer service over individual ego protection and hierarchical defensiveness.
Without intentional culture development, SOC teams risk creating environments where analysts protect their pride rather than admit uncertainty, work in isolation rather than collaborate, and fear mistakes rather than learn from them. The consequences extend beyond morale—poor culture directly undermines security effectiveness by preventing the open communication and collective problem-solving that sophisticated threat detection and response require.
Modern SOC operations demonstrate how deliberate culture-building creates competitive advantages that technology and processes alone cannot replicate, enabling teams to perform well while keeping customer outcomes front and center in everything they do.
The culture imperative in security operations
Traditional approaches to building SOC teams often overemphasize technical skills while underinvesting in the cultural foundations that determine whether those skills translate into effective security operations. This technical-first approach can create teams that look impressive on paper but struggle to function effectively under pressure.
Culture-aware SOC development addresses this challenge by recognizing that security work is not purely technical—it’s emotionally challenging, collaborative, and requires vulnerability. SOC analysts face genuinely frightening scenarios: real adversaries with sophisticated capabilities actively trying to breach systems and cause harm. This reality creates stress that technical training alone cannot address.
The cultural component ensures that teams develop the behavioral patterns and psychological safety needed to handle this stress productively. When analysts feel comfortable saying “I don’t know” or “I need help,” when they can discuss their mistakes openly, and when they work together as a collective unit rather than isolated individuals, security operations improve measurably.
Together, culture and capability enable SOC teams that can adapt to different threats while maintaining consistent performance across diverse scenarios and evolving attack techniques, reducing the risk of both missed threats and analyst burnout.
Hiring for character traits over pure technical ability
The most effective SOC implementations recognize that while technical knowledge matters, character traits and behavioral patterns ultimately determine team success. Rather than focusing exclusively on certifications and technical experience, successful programs prioritize human qualities that enable collaboration and growth.
Character-based hiring forms the backbone of strong SOC culture. Organizations should assess whether candidates demonstrate candor and honesty, show passion for helping others, seek out learning and growth opportunities, and bring energy and genuine interest to their work. These traits prove more fundamental than specific technical skills because technical knowledge can be taught, but changing who someone is as a person remains extraordinarily difficult.
This hiring philosophy extends beyond entry-level positions to all roles within the SOC. Senior analysts and managers need these same cultural traits—perhaps even more critically, since their behavior sets examples that shape team norms and expectations.
The selection process becomes crucial when building culture-first teams. Organizations must design interview approaches that reveal character traits and behavioral patterns rather than simply testing technical knowledge. Behavioral interview questions, scenario-based discussions, and team interaction opportunities help identify candidates who will strengthen rather than undermine team culture.
Teamwork as fundamental survival strategy
Security operations represent genuine adversarial contests against competent, motivated attackers. This reality makes teamwork not just beneficial but essential for survival. SOC culture must emphasize that no individual analyst, regardless of skill level, can successfully combat sophisticated threats alone.
The teamwork imperative in SOC culture ensures that analysts automatically reach out for help, share information freely, and approach security challenges as collective problems requiring group solutions. This collaborative approach provides a critical advantage over isolated work styles that leave individual analysts struggling alone with complex threats.
The decision-making process for effective threat detection and response should leverage collective expertise while ensuring every team member feels empowered to contribute observations and insights. This collaborative intelligence enables threat detection capabilities that exceed what any individual could achieve independently.
Teams also play a crucial role in continuously improving SOC capabilities by identifying patterns across multiple incidents, sharing lessons learned, and adapting response strategies based on emerging threats and collective experience, helping to reduce the risk of repeated mistakes and knowledge silos.
The momentum of vulnerability and the power of “I don’t know”
One of the most powerful cultural elements in effective SOCs involves creating environments where admitting uncertainty feels natural rather than shameful. This cultural norm around vulnerability proves surprisingly difficult to establish but critically important for security outcomes.
The “I don’t know” principle recognizes that security work involves constant encounters with novel situations, unknown techniques, and ambiguous indicators. Analysts who feel pressure to project certainty even when uncertain make poor decisions, miss threats, and create false confidence that undermines organizational security.
Successful SOC culture creates momentum around saying “I don’t know” or “I need help.” When analysts frequently hear teammates admit uncertainty without negative consequences, vulnerability becomes normalized. Conversely, in environments where such admissions are rare, individuals face enormous psychological barriers to breaking the silence—making honest assessment of situations nearly impossible.
The implementation of vulnerability-friendly culture requires conscious effort at all organizational levels. Leaders must model the behavior by admitting their own uncertainties. Team processes should include explicit moments for asking questions and requesting help. Recognition and rewards should celebrate collaborative problem-solving rather than individual hero behavior.
Building environments that support honesty and growth
Creating culture requires more than hiring the right people—it demands ongoing cultivation of environments where desired behaviors can flourish. Organizations must actively design systems, processes, and norms that support the cultural characteristics they want to develop.
Environmental support for honesty begins with psychological safety. Analysts must believe that admitting mistakes, asking questions, and acknowledging limitations will not result in punishment, ridicule, or career harm. This safety enables the transparency required for effective collaboration and continuous improvement.
Growth orientation forms another essential environmental characteristic. SOC work generates constant learning opportunities as new threats emerge, attack techniques evolve, and organizational infrastructure changes. Teams need cultures that treat ongoing learning as expected and exciting rather than burdensome or threatening.
The creation of growth-friendly environments involves providing training opportunities, allocating time for skill development, celebrating learning achievements, and treating knowledge gaps as opportunities rather than failures. When analysts see learning as part of their job rather than something they must accomplish despite their job, skill development accelerates and engagement increases.
Customer-centric thinking as cultural foundation
Strong SOC culture extends beyond internal team dynamics to embrace a broader sense of purpose centered on customer service and protection. This customer focus provides meaning that transcends technical tasks and creates emotional investment in security outcomes.
Customer-centric culture in SOC operations involves understanding that security work ultimately protects real people and real organizations from genuine harm. When analysts view customers as partners rather than abstract entities, they bring greater care and urgency to their work.
The development of customer focus requires deliberately connecting daily tasks to customer outcomes. Rather than framing work as “processing alerts” or “closing tickets,” effective cultures frame work as “protecting customer data” or “helping customers improve their security posture.” This reframing provides motivation and meaning that sustain engagement through challenging periods.
Organizations should create opportunities for analysts to interact directly with customers, understand customer challenges, and receive feedback on how their work contributes to customer success. These connections transform abstract security concepts into concrete relationships that inspire higher performance.
Passion for helping as selection and cultivation criterion
The most effective SOC team members demonstrate genuine passion for helping others—both teammates and customers. This helping orientation proves essential for creating collaborative, service-focused cultures that maintain quality under pressure.
Passion for helping manifests in multiple ways within SOC operations. It appears in analysts who enjoy explaining concepts to teammates, who volunteer to assist with challenging investigations, who proactively share knowledge and resources, and who derive satisfaction from customer appreciation rather than personal recognition.
Organizations should actively select for this trait during hiring processes and cultivate it through cultural practices once people join teams. Recognition systems should celebrate helpful behavior, collaboration should be structurally required rather than optional, and leaders should model and reward service orientation.
The energy and enthusiasm that passionate helpers bring to their work creates positive team dynamics that make SOCs attractive places to work rather than burnout factories. This enthusiasm proves contagious, elevating team morale and performance in ways that compensation and perks cannot replicate.
The challenge of changing established behaviors
A sobering reality of culture development: while organizations can hire for character traits and create supportive environments, fundamentally changing who someone is as a person remains nearly impossible. This recognition shapes realistic expectations for culture building.
Organizations cannot realistically expect to hire people lacking cultural fit and then transform them through training or incentives. Character traits like honesty, collaborative inclination, learning orientation, and service passion either exist or they don’t—and attempting to instill them in unwilling individuals wastes time while poisoning team culture.
This reality elevates the importance of careful hiring. Getting selection right from the beginning proves far more effective than attempting post-hire remediation. Organizations should invest heavily in hiring processes that accurately assess cultural fit alongside technical capability.
For existing team members who struggle with cultural expectations, organizations face difficult decisions. Sometimes coaching and support enable improvement, but often cultural misalignment proves persistent despite best efforts. Maintaining strong culture sometimes requires making hard choices about team composition.
Measuring and maintaining cultural health
The success of SOC culture initiatives depends on ongoing assessment and active maintenance. Culture degrades without attention, particularly as teams grow, face pressure, or experience turnover.
Cultural health measurement should encompass multiple dimensions including collaboration frequency, psychological safety indicators, learning engagement, turnover rates, and customer satisfaction. These metrics provide visibility into whether cultural values remain vibrant or are deteriorating.
Organizations should implement regular cultural assessments through employee surveys, exit interviews, team retrospectives, and leader observations. These assessments identify early warning signs of cultural problems before they become crises.
Active maintenance requires leadership commitment to cultural preservation even when facing competing pressures. When deadlines loom or incidents multiply, organizations face temptation to shortcut cultural practices—but these moments of stress reveal whether culture truly guides operations or represents mere rhetoric.
Implementation resources and guidance
Organizations developing strong SOC cultures can benefit from industry resources and expert guidance:
- 7 habits of highly effective SOCs explores foundational practices for culture-focused SOC operations
- Touring the modern SOC: where are the dials and blinking lights? examines how mission, culture, and mindset define effective SOC operations
- Performance metrics, part 1: Measuring SOC efficiency discusses how metrics help take care of teams and prevent burnout
- How to measure SOC quality addresses quality control approaches that support learning cultures
- What is SOC-as-a-service (SOCaaS)? provides background on managed SOC services for organizations unable to build strong internal cultures
- Team-building Exercises for SOC/IR Teams offers practical activities that enhance communication, collaboration, and trust among security team members
- 10 Security Operations Center Best Practices examines operational practices including feedback loops and after-action reviews that support continuous improvement cultures
The success of SOC culture development ultimately depends on achieving the right balance between hiring for cultural fit and creating environments where those cultural values can thrive. Organizations that prioritize character traits, foster vulnerability, embrace teamwork, and maintain customer focus will develop cultures that provide sustainable competitive advantages in an increasingly challenging threat landscape.