SOC L2 Incident Responder

I. Purpose Support and enhance operational performance by implementing new services and maintaining service excellence. This role is responsible for investigating, responding to, and resolving incidents using mitigation, preparedness, response, and recovery methodologies to safeguard information security and system availability. II. Duties and Responsibilities Complete assigned tasks efficiently while adhering to established processes and escalation procedures Identify and report process gaps, contributing to the continuous improvement of TOC knowledge resources Collaborate with cross-functional teams to enhance workflows and foster a positive working environment Comply with company policies and professionally represent Trends at all times Monitor system availability and capacity, escalating issues to ensure resources remain within defined thresholds Support Business Continuity Planning (BCP) compliance and report identified operational risks Meet Service Level Agreement (SLA) requirements and provide feedback on system configurations Triage, restore, and resolve client incidents; process service requests; and prepare Root Cause Analysis (RCA) reports Analyze SOAR and SIEM alerts, implement corrective actions, follow established playbooks, and document findings Manage client access and IT assets, identifying and reporting non-compliant or high-risk assets Support problem management activities by investigating root causes and implementing corrective and preventive actions (CA/PA) Adhere to operational procedures, update knowledge bases, and actively participate in service improvement initiatives III. Qualifications Bachelor’s degree in an IT-related field (Computer Science, Computer Engineering, Information Technology, or Electronics and Communications Engineering) One to two (1–2) years of experience in Security Operations or incident handling Relevant training or certifications in IT Service Management (ITSM), IT infrastructure, or cybersecurity (e.g., eCIR, ECIH, GCIH, CySA+, CSIH)