SOC Team Lead

I. PURPOSE

To support and enhance Service Operations by promoting service excellence, optimizing operational efficiency, and strengthening customer satisfaction and retention.

II. DUTIES AND RESPONSIBILITIES

Execute assigned operational tasks efficiently and ensure completion within established timelines.

• Adhere to approved processes, escalation procedures, and company policies and standards.
• Monitor daily operations, service-level performance, team availability, and key operational metrics.
• Oversee team scheduling, resource allocation, capacity planning, and training requirements to ensure effective service delivery.
• Support Business Continuity, Risk Management, Change Management, Configuration Management, and Service Management initiatives.
• Ensure compliance with client Service Level Agreements (SLAs), contractual obligations, and operational requirements.
• Lead incident triage, manage Priority 1 (P1) and Priority 2 (P2) escalations, coordinate service restoration, and facilitate Root Cause Analysis (RCA) and Corrective and Preventive Action (CA-PA) activities.
• Ensure the proper management and handling of client access, IT assets, service requests, and incident records.
• Maintain accurate and up-to-date operational records, configuration data, process documentation, and knowledge base articles.
• Develop, maintain, and continuously improve operational playbooks, standard operating procedures, workflows, and service delivery processes.
• Participate in client Change Advisory Board (CAB) meetings and review Methods of Procedure (MOPs), change requests, and operational advisories.
• Assess and improve service quality, ticket accuracy, team performance, and overall operational effectiveness.
• Collaborate with internal teams, clients, and other stakeholders to resolve operational issues, minimize service disruptions, and enhance service delivery.
• Perform other related duties and responsibilities as assigned by the Shift Manager and MSS Manager.

III. QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field.
• At least four (4) years of experience in a 24/7 Security Operations Center (SOC) or Network Operations Center (NOC).
• Relevant training or certifications in IT Service Management, IT Infrastructure, Cybersecurity, or Information Security.
• Working knowledge of cybersecurity principles, networking, risk management, threat analysis, vulnerability management, and system hardening.
• Familiarity with the MITRE ATT&CK framework and NIST SP 800-61 incident handling guidelines.
• Hands-on experience with Security Information and Event Management (SIEM) and Security Orchestration, Automation, and Response (SOAR) platforms. Experience with Splunk, McAfee SIEM, Swimlane, or Siemplify is an advantage.
• Strong capabilities in incident response, analytical thinking, problem-solving, stakeholder collaboration, and written and verbal communication.

IV. WORKING CONDITIONS

• Primarily based at the company’s Makati office.
• Must be willing to work on a rotating or shifting schedule to support 24/7 operations.
• May be required to collaborate onsite or remotely with internal teams, clients, and external stakeholders.
• May travel to attend company events, industry conferences, training sessions, and other business-related activities.
• Must be willing to participate in relevant professional development programs and obtain applicable certifications to maintain and enhance job-related competencies.