Español The Human Dimension During a Cyberattack

Abstract

This article analyzes cybersecurity incident management from a technical and psychosocial perspective, aiming to identify the impact of the human factor and organizational culture during the response to high-complexity technological crises. The methodology employed consists of a systematization of experiences based on a real-life case study in Colombia, where a multi-sector entity—with assets in education, healthcare, and hospitality—faces a ransomware attack. Through narrative and the characterization of professional profiles, the behavior of a Chief Information Security Officer (CISO) and her team is documented under conditions of extreme stress. The main findings reveal that, while technical proficiency is necessary, the success of the operation depends on emotional intelligence, effective communication with the media, and the strategic management of external providers in high-pressure environments. The study concludes that cybersecurity must transcend an algorithmic approach to integrate robust human preparation, recognizing that family dynamics and psychological exhaustion are critical variables that condition decision-making. Finally, the research highlights that institutional resilience does not lie solely in defense infrastructure, but in the teams' ability to navigate uncertainty and humanize the technical experience amidst a national security crisis.