Service Manager SIEM/SOC

Pride Global; Selangor; On-site; MYR 180,000 - 300,000; Full time

Job summary

Pride Global seeks an experienced SOC Service Manager to oversee governance, delivery, customer management, and continual improvement of SOC/MDR/MSSP services in Malaysia. You will act as escalation point for incidents and SLA breaches, and lead improvements across detection, automation, and incident response.

The role requires 10+ years in cybersecurity operations, deep knowledge of SIEM/XDR, MS Sentinel, and ITSM processes, with strong leadership and stakeholder management.

Qualifications

• 10+ years of experience in Cybersecurity, SOC, MDR, MSSP, or security operations.
• Strong understanding of SIEM, EDR/XDR, Incident Response, and Threat Intelligence.
• Good working knowledge of Microsoft Sentinel and Defender XDR.
• Knowledge of KQL, Sentinel Analytics Rules, Automation Rules, Playbooks, and Workbooks.
• Strong understanding of SLA/OLA, KPI/KRI, RCA, CAPA, and ITSM processes.
• Proven experience in customer, service, and escalation management.
• Experience managing major incidents, audits, and service improvement initiatives.
• Strong leadership, communication, decision-making, and stakeholder-management skills.

Responsibilities

• Act as L3 escalation point for missed/delayed alerts and SLA breaches.
• Act as L2 escalation point for gaps in analysis, threat assessment, and customer notification.
• Define and track operational milestones for the SOC/Threat Analysis team.
• Review missed alerts, SLA violations, RCA, and ensure corrective actions are completed.
• Review MIS, KPI, and KRI reports and drive service improvements.
• Manage customer expectations, service escalations, and regular service reviews.
• Lead alert drills, tabletop exercises, and validate SOC response and escalation procedures.
• Initiate and coordinate DR/BCP activities when required.

Skills

SOC/MDR/MSSP experience

SIEM/XDR

Incident Response

Threat Intelligence

Microsoft Sentinel

Defender XDR

KQL & Sentinel Rules

SLA/OLA/KPI/KRI

Leadership & Stakeholder management

Tools

Splunk

QRadar

ArcSight

Trellix

Power BI

Sentinel

Azure security

Job description

We are seeking an experienced SOC Service Manager to oversee the governance, operational delivery, customer management, and continual improvement of SOC/MDR/MSSP services. The role will act as a key escalation point for service issues, SLA breaches, major incidents, and operational gaps while ensuring high-quality service delivery and customer satisfaction.

Key Responsibilities

• Act as the L3 escalation point for missed/delayed alerts, investigations, reports, and SLA breaches.
• Act as an L2 escalation point for gaps in analysis, threat assessment, and customer notification.
• Define and track operational milestones for the SOC/Threat Analysis team.
• Review missed alerts, SLA violations, RCA, and ensure corrective/preventive actions are completed.
• Review monthly MIS, KPI, and KRI reports and drive service improvements.
• Manage customer expectations, service escalations, feedback, and regular service reviews.
• Review audit findings and ensure timely closure of SOC-related actions.
• Lead alert drills, tabletop exercises, and validate SOC response and escalation procedures.
• Initiate and coordinate DR/BCP activities when required.
• Drive continual improvement in detection quality, automation, false-positive reduction, and SOC efficiency.
• Support major incident management and ensure effective stakeholder communication.
• Ensure SOC operations comply with agreed SLA, OLA, KPI, and ITSM requirements.

Requirements

• 10+ years of experience in Cybersecurity, SOC, MDR, MSSP, or security operations.
• Strong understanding of SIEM, EDR/XDR, Incident Response, and Threat Intelligence.
• Good working knowledge of Microsoft Sentinel and Defender XDR.
• Knowledge of KQL, Sentinel Analytics Rules, Automation Rules, Playbooks, and Workbooks.
• Strong understanding of SLA/OLA, KPI/KRI, RCA, CAPA, and ITSM processes.
• Proven experience in customer, service, and escalation management.
• Experience managing major incidents, audits, and service improvement initiatives.
• Strong leadership, communication, decision-making, and stakeholder-management skills.

Preferred

• Experience with Trellix, QRadar, ArcSight, Splunk, Palo Alto, or other SIEM/XDR platforms.
• Knowledge of MITRE ATT&CK, Threat Hunting, UEBA, SOAR, and Cloud Security.
• Experience managing global/multi-tenant SOC operations.
• Experience with SOC transition, transformation, or migration projects.
• Knowledge of Power BI, Sentinel cost optimization, and security automation.
• Experience managing large SOC teams and multiple customer environments.

Preferred Certifications

• CISSP
• ITIL 4
• Microsoft Security / Azure Security certifications

KPIs

• SLA compliance and reduction in SLA breaches.
• Reduction in missed/delayed alerts and escalations.
• Improvement in MTTD/MTTR.
• Improved alert quality and reduced false positives.
• Timely closure of audit findings and corrective actions.
• Customer satisfaction and successful service reviews.
• Continuous improvement in SOC operational effectiveness.