Lead and manage the operational delivery of our SOC platform to SME clients as a managed security service. Responsible for building and managing the service delivery team, ensuring exceptional client satisfaction, maintaining SLA compliance, optimizing operational processes, and driving business growth through service excellence.
Key Responsibilities:
Service Delivery Leadership & Operations Management
• Build, lead, and scale the SOC operations team to support growing client base
• Onboard SME clients: deploy sensors, collect logs, configure monitoring
• Establish and oversee 24/7/365 security monitoring operations
• Design and implement service delivery frameworks, processes, and workflows
• Ensure consistent service quality across all client accounts
• Maintain SLA/KPI compliance (>98%) for all managed services
• Develop operational playbooks and standard operating procedures
• Optimize resource allocation and shift scheduling for efficiency
• Implement quality assurance and service improvement programs
• Monitor operational metrics and drive continuous improvement
Client Success & Relationship Management
• Own overall client satisfaction and retention (target: >90% retention rate)
• Develop and execute client success strategies
• Oversee client onboarding processes ensuring smooth implementations
• Conduct executive business reviews with key clients
• Manage escalations and critical client issues
• Build trusted advisor relationships with client stakeholders
• Identify upsell and cross-sell opportunities
• Gather client feedback and translate into operational improvements
• Serve as executive sponsor for strategic accounts
Team Building & People Management
• Recruit, hire, and onboard SOC engineers and analysts
• Build high-performing, motivated security operations team
• Develop career progression frameworks and growth paths
• Conduct performance reviews and talent development planning
• Create training programs for technical and soft skills
• Foster culture of customer service excellence and security expertise
• Manage team scheduling including shift rotations and leave planning
• Resolve team conflicts and maintain positive work environment
• Implement recognition and reward programs
• Ensure adequate staffing levels to meet service demands
Platform Operations Oversight
• Ensure reliable operation of SOC platform for all clients
• Oversee platform health monitoring and incident management
• Coordinate with R&D team on platform issues, bugs, and enhancements
• Manage platform updates, patches, and maintenance windows
• Define and track platform performance metrics
• Ensure platform scalability to support client growth
• Maintain 99.9% platform uptime commitment
• Oversee data management, retention, and security practices
• Champion operational excellence and efficiency improvements
Perform the duties and tasks assigned by your direct report or as otherwise instructed by the Company.
Qualifications:
Education & Experience
• Bachelor's degree in Information Security, Computer Science, or related field
• Minimum 5-7 years of experience in cybersecurity
• Minimum 3 years of experience managing SOC or security operations
• Hands-on experience with SIEM platforms (Splunk, QRadar, Sentinel, Wazuh, etc.)
• Deep understanding of incident response, threat hunting, and digital forensics
Preferred Certifications
• CISSP, CISM, GIAC (GCIH, GCIA, GCFA)
• CEH, OSCP or equivalent
Technical Skills
• Proficient in MITRE ATT&CK Framework, Cyber Kill Chain
• Deep knowledge of network security, endpoint security, cloud security
• Understanding of AI/ML applications in cybersecurity
• Scripting skills (Python, PowerShell, Bash) for automation
• Knowledge of compliance frameworks (ISO 27001, NIST CSF, PCI DSS)
• Log analysis, PCAP analysis, basic malware analysis
• Experience with threat intelligence platforms and OSINT techniques
Soft Skills
• Excellent leadership and team management capabilities
• Ability to make quick decisions during crisis situations
• Strong communication and presentation skills (technical & non-technical audiences)
• Analytical thinking and creative problem-solving
• Ability to work under high pressure
• Customer-focused mindset
• Strong English proficiency (reading, writing, speaking)
