SOC Manager

Role Overview: The SOC Manager will be responsible for managing the day-to-day operations of the Security Operations Center. This role focuses on ensuring customer success, satisfaction, and meeting Service Level Agreements (SLA). The manager will be the single point of contact for Prasarana, managing communication and expectations while ensuring smooth operation of the SOC. Key Responsibilities: - Oversee the operations of the 24/7 SOC, ensuring all processes and procedures are followed. - Act as the primary point of contact for the customer, handling queries, escalations, and reporting. - Ensure SLA compliance, reporting on performance metrics, and driving continuous improvements. - Manage and mentor the SOC team (L1, L2, and Technical Lead). - Collaborate with internal teams and clients to ensure alignment with SOC objectives. - Conduct regular customer meetings to ensure satisfaction and address concerns. - Manage staffing and shift scheduling to maintain 24/7 coverage. - Work closely with the SOC Technical Lead to address technical challenges. Qualifications: - Bachelor's degree in Information Security, Computer Science, or related fields. - 5+ years of experience in SOC management or IT operations management. - Strong knowledge of SOC operations, incident management, and threat intelligence. - Excellent communication skills and customer-facing experience. - Experience with ITIL, SLA management, and operational excellence.