SOC Lead (L3)

I. PURPOSE

To drive continuous improvement in Service Operations by ensuring high-quality service delivery, maximizing operational efficiency, maintaining service reliability, and fostering strong client relationships and retention.

II. DUTIES AND RESPONSIBILITIES

Carry out assigned operational activities in accordance with established timelines, priorities, and service requirements.

• Ensure compliance with standard operating procedures, escalation guidelines, internal policies, and organizational standards.
• Oversee daily operational activities by tracking service levels, workforce availability, workload distribution, and key performance indicators.
• Coordinate workforce scheduling, capacity planning, skills development, and resource utilization to maintain operational readiness and service continuity.
• Contribute to Business Continuity Planning, Risk Management, Change Management, Configuration Management, and other Service Management functions.
• Ensure that service delivery meets agreed Service Level Agreements (SLAs), client expectations, and contractual commitments.
• Coordinate incident assessment and prioritization, manage P1/P2 escalations, oversee service recovery efforts, and facilitate Root Cause Analysis (RCA) and Corrective and Preventive Action (CA-PA) initiatives.
• Supervise the proper administration of client access, IT assets, service requests, and incident management activities in accordance with established controls.
• Ensure the completeness, accuracy, and timely updating of operational reports, configuration records, process documents, and knowledge repositories.
• Create, review, and enhance operational playbooks, standard procedures, workflows, and process documentation to improve consistency and efficiency.
• Participate in client Change Advisory Board (CAB) discussions and evaluate Methods of Procedure (MOPs), change documentation, and relevant technical advisories.
• Evaluate service quality, ticket management practices, team productivity, and operational performance to identify improvement opportunities.
• Work closely with technical teams, clients, management, and other stakeholders to address service issues, mitigate operational risks, and support continuous service improvement.
• Undertake additional responsibilities and operational assignments as directed by the Shift Manager or MSS Manager.

III. QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related discipline.
• Minimum of four (4) years of relevant experience in a 24/7 Security Operations Center (SOC) or Network Operations Center (NOC) environment.
• Relevant training, professional development, or certifications in IT Service Management, IT Infrastructure, Cybersecurity, or Information Security.
• Solid understanding of cybersecurity fundamentals, network technologies, risk assessment, threat identification, vulnerability management, and system security hardening.
• Familiarity with the MITRE ATT&CK framework and NIST Special Publication 800-61 (Computer Security Incident Handling Guide).
• Practical knowledge of SIEM and SOAR solutions. Experience with Splunk, McAfee SIEM, Swimlane, or Siemplify is considered an advantage.
• Demonstrated ability to manage incidents, analyze technical issues, develop practical solutions, collaborate across teams, and communicate effectively with technical and nontechnical stakeholders.

IV. WORKING CONDITIONS

• Work assignment is primarily based at the company’s Makati office.
• Must be available to work rotating shifts to support continuous, 24/7 service operations.
• May be required to engage with internal and external stakeholders through onsite meetings or virtual collaboration.
• May be required to travel for business meetings, company activities, industry conferences, and other work-related engagements.
• Expected to participate in relevant technical training, professional development activities, and certification programs to maintain and strengthen job-related expertise.