SOC Lead

I. PURPOSE

Support and improve Service Operations to achieve service excellence, operational efficiency, and customer retention.

II. DUTIES AND RESPONSIBILITIES

• Perform assigned operational tasks and ensure timely completion.
• Follow established processes, escalation protocols, and company standards.
• Monitor daily operations, service levels, team availability, and performance metrics.
• Manage team schedules, capacity, training, and operational resources.
• Support Business Continuity, Risk, Change, Configuration, and Service Management activities.
• Ensure compliance with client SLAs and contractual requirements.
• Lead incident triage, P1/P2 escalations, service restoration, and RCA/CA-PA activities.
• Ensure proper handling of client access, IT assets, service requests, and incidents.
• Maintain accurate operational, configuration, process, and knowledge documentation.
• Develop and improve operational playbooks, procedures, workflows, and processes.
• Participate in client Change Advisory Board activities and review MOPs and advisories.
• Monitor and improve service quality, ticket data, team performance, and operational processes.
• Collaborate with internal teams, clients, and stakeholders to resolve issues and improve service delivery.
• Perform other duties as assigned by the Shift Manager and MSS Manager.

III. QUALIFICATIONS

• Bachelor’s degree in IT, Computer Science, Computer Engineering, Electronics Engineering, or related field.
• At least 4 years of experience in a 24x7 Security or Network Operations Center.
• Training or certifications in IT Service Management, IT Infrastructure, Cybersecurity, or Information Security.
• Knowledge of cybersecurity, networking, risk management, threats, vulnerabilities, and system hardening.
• Familiarity with MITRE ATT&CK and NIST SP 800-61.
• Experience with SIEM/SOAR platforms; Splunk, McAfee SIEM, Swimlane, or Siemplify is an advantage.
• Strong incident response, problem-solving, collaboration, and communication skills.

IV. WORKING CONDITIONS

• Based in the company’s Makati office.
• Willing to work on a shifting schedule.
• May collaborate onsite or virtually with internal and external stakeholders.
• May travel for company events, conferences, and related activities.
• Willing to attend relevant training and obtain applicable certifications.