Level: Rank and file
Employment Type: Full-time, Permanent
Location: Mandaluyong
Schedule: Monday to Friday
Job Summary:
This role is responsible for ensuring the smooth and effective delivery of managed security services to clients. It oversees service performance, coordinates incident handling, and ensures alignment with service level agreements.
Duties & Responsibilities
Service Management & Delivery
- Support the delivery of 24×7 MSOC services including alert monitoring, triage, incident response, and client reporting.
- Monitor adherence to Service Level Agreements (SLAs) and performance indicators.
- Create and maintain reports that summarize MSOC activities, incident trends, and operational performance.
- Facilitate coordination between technical teams to ensure timely handling of escalations and service requests.
Client Relationship Management
- Act as a liaison between internal teams and clients, ensuring alignment on security operations and service expectations.
- Participate in regular service review meetings, assist in presenting performance metrics, and support client communication.
- Help capture and refine client feedback to improve service quality.
Process Improvement & Collaboration
- Collaborate with SOC analysts, engineers, and other internal teams to enhance service delivery processes.
- Assist in identifying workflow inefficiencies and participate in improvement initiatives.
- Help document updated procedures and changes to internal delivery standards.
Reporting & Communication
- Prepare and deliver timely and accurate reports to clients and internal stakeholders.
- Support client communications by ensuring technical updates and issue resolutions are clearly conveyed.
- Escalate urgent concerns to the MSOC Manager with proper documentation and follow-through.
Compliance & Support
- Help ensure MSOC operations are aligned with relevant policies, ISO 27001 standards, and ITIL practices.
- Participate in internal reviews and support documentation needs for audit readiness.
Qualifications:
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field.
- 1 to 3 years of experience in IT service delivery, cybersecurity operations, client support, or a related coordination/analyst role.
- Prior experience in or exposure to SOC or security operations environments is a plus but not required.
Benefits:
- Vacation Leave
- Sick Leave
- Birthday Leave
- HMO upon regularization
- 5-day work week only
- Sick leave convertible into cash
- In-house Training & Certifications
- Great pay & incentives
- Hybrid Work Arrangement
- Life Insurance coverage upon hire