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.