Responsible for overseeing the end-to-end delivery of Managed Security Services (MSS) to corporate customers, ensuring service level agreements (SLAs) are met, and maintaining high customer satisfaction.
Acts as the primary point of escalation for customers, coordinates between SOC teams, and drives continuous service improvement.
Conduct regular service reviews with customers to discuss performance, incidents, and improvement opportunities
Work closely with Information Security Analysts, Incident Responders, and Threat Intelligence teams to ensure timely detection, analysis, and response to security incidents
Oversee major security incident management, ensuring proper communication and resolution.
Lead 7x24 team of analysts to monitor managed security service workflows, ticket queues, and response times to optimize efficiency
Develop and deliver monthly/quarterly service reports (e.g., security incidents, threat trends, SLA compliance)
Identify gaps in security monitoring and response** and drive process improvements
Manage relationship with customer’s security operation team to maintain a cohesive operations
Develop and motivate sub-coordinates to uplift their performance through training, coaching, teamwork and organizing sectional activities
Ensure a smooth and effective Tier 2 Operation Support especially focusing on incident, problem and change management
Requirements:
Bachelor Degree holder or higher in cybersecurity, information technology or related field
8 years of experience in cybersecurity
Certification required: ITIL v4, CISSP, CISM, or ISO 27001 LI
PMP, or Prince2 is beneficial
Solid background in SIEM, EDR and Vulnerability Management
Strong knowledge in implementing managed security services is desirable
Strong knowledge of ISO standard in security control
Excellent interpersonal and presentation skills, mature, dedicated and self-motivating attitude
Excellent client services and able to work under pressure
Proficiency in spoken and written in both Chinese and English