Manager, Customer Service Front Line

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and cultivate a team of SOC analysts and leads.

• Provide mentorship, performance evaluations, and growth opportunities to develop talent and ensure high team morale.

• Manage the daily execution of SOC services, making sure all detection, response, and escalation activities meet SLAs and client expectations.

• Track KPIs and service metrics to evaluate effectiveness, identify improvement areas, and facilitate data-driven decision-making.

• Contribute to staffing strategies, platform advancements, and process enhancements to foster scalability and innovation.

• Serve as an escalation point and a reliable advisor for client inquiries and incidents.

• Engage in onboarding processes and continuous service reviews.

• Collaborate with Engineering and Sales teams to outline service enhancements and assist in pre-sales efforts.

• Direct the creation and enforcement of SOC standards, playbooks, and documentation to guarantee consistent, high-quality service delivery.

• Aid in forecasting and managing operating budgets, staffing requirements, and capital expenditures related to SOC operations.

• Involve in business continuity, disaster recovery, and incident response planning initiatives.

⛳️ Requirements

• A minimum of 5 years of experience leading a security operations or managed services team, ideally within the cybersecurity or professional services sector.

• Proven track record of managing teams in a dynamic, high-pressure environment.

• Bachelor’s degree in business, information security, or a relevant field.

• Comprehensive understanding of security operations, detection and response technologies, and service delivery models.

• Exceptional leadership, communication, and interpersonal abilities.

• Capability to interpret and convey technical information to both technical and non-technical audiences.

• Demonstrated success in managing metrics, KPIs, and continuous service improvement projects.

• Experience in supporting MSSP or MDR services.

• Familiarity with cybersecurity compliance frameworks (e.g., NIST, ISO 27001).

• Practical knowledge of SIEM, EDR, SOAR platforms, and threat intelligence tools.

🏝️ Benefits

• Internet speed of at least 100 Mbps with a reliable backup connection.