SOC Service Manager

Tentacle Tech; Cyberjaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

Tentacle Tech is seeking a seasoned SOC Service Manager to own SOC/MDR service governance in a fast-paced environment. This onsite senior role will drive service quality, SLA compliance, and continuous improvement while serving as the main contact for customer engagements and major incident handling.

Responsibilities include acting as escalation point for alerts and SLA breaches, defining milestones for the SOC team, and reviewing KPIs/KRIs to improve service delivery.

Qualifications

• 10+ years in Cybersecurity/SOC/MDR/MSSP operations.
• Strong knowledge of SIEM, EDR/XDR, IR and Threat Intelligence.
• Familiar with Microsoft Defender XDR, KQL, Analytics Rules and Playbooks.
• Solid understanding of SLA/OLA, KPI/KRI, RCA and ITSM processes.
• Proven track record in customer and escalation management.

Responsibilities

• Act as L3 escalation point for missed/delayed alerts, reports, investigations and SLA breaches.
• Act as L2 escalation point for gaps in analysis, threat assessment, and customer notification.
• Define and track operational milestones for the Threat Analysis/SOC team.
• Review missed alerts, SLA violations and RCAs, ensuring corrective actions are completed.
• Review monthly MIS, KPI and KRI reports and drive measurable service improvements.
• Engage with customers to understand expectations, resolve escalations and gather feedback.
• Lead alert drills, tabletop exercises, audits, DR/BCP activities and major incident management.

Skills

Cybersecurity

SOC/MDR

Leadership

Incident Response

Stakeholder Mgmt

Tools

Trellix

QRadar

ArcSight

Splunk

Palo Alto

Job description

Tentacle Tech is an IT and software development consulting company serving some of Malaysia's largest enterprises. We deliver technology solutions, software development services, and IT consulting across multiple industries. We are looking for a talented professional to join our growing team.

The Role

We are looking for a seasoned SOC Service Manager to take ownership of SOC/MDR service governance within a fast-paced technology sector environment. In this senior, onsite role, you will be the escalation backbone of the SOC operation, driving service quality, SLA compliance, and continual improvement while acting as the key point of contact for customer engagement and major incident management.

What You'll Do

Act as L3 escalation point for missed/delayed alerts, reports, investigations, and SLA breaches

Act as L2 escalation point for gaps in analysis, threat assessment, and customer notification

Define and track operational milestones for the Threat Analysis/SOC team

Review missed alerts, SLA violations and RCAs, ensuring corrective and preventive actions are completed

Review monthly MIS, KPI and KRI reports and drive measurable service improvements

Engage with customers to understand expectations, resolve escalations, and gather service feedback

Lead alert drills, tabletop exercises, audits, DR/BCP activities, and major incident management

What We're Looking For

10+ years of experience in Cybersecurity/SOC/MDR/MSSP operations

Strong understanding of SIEM, EDR/XDR, Incident Response and Threat Intelligence

Good working knowledge of Microsoft Sentinel and Defender XDR, with familiarity in KQL, Analytics Rules, Automation Rules, Playbooks and Workbooks

Solid grasp of SLA/OLA, KPI/KRI, RCA, CAPA and ITSM processes

Proven track record in customer and escalation management, with strong leadership and stakeholder-management skills

Certifications such as GCIH, CISSP, ITIL 4 or Microsoft Security/Azure Security are an advantage

Experience with platforms like Trellix, QRadar, ArcSight, Splunk or Palo Alto, and exposure to MITRE ATT&CK, Threat Hunting or SOAR is a plus

What We Offer

Opportunity to work with a leading technology sector organisation

Career progression and continuous learning opportunities

Mentorship and support from an experienced consulting team

A collaborative and growth-oriented work environment

Tentacle Technologies was founded in November 2001 with humble beginnings. Headquartered in Malaysia, today we operate in countries like Singapore, India and the Philippines. Our core services are Business Consulting, Software Development, Quality Assurance & IT solutions in Digital Transformation. We are techies with the right techniques to revamp businesses!

Unlike most of the tech companies that have been around since 2000’s, Tentacle Technologies understands the evolution of technology and accepts it as an integral part of future businesses. Our journey started sixteen years ago and our passion for technology has created a positive impact. From what started as a small team, we have grown to a team of 350 employees globally.

A dozen years in business, never lost a client, 350+ technology professional on board, more than 100 client partnerships, do we have to say more?

Tentacle Technologies was founded in November 2001 with humble beginnings. Headquartered in Malaysia, today we operate in countries like Singapore, India and the Philippines. Our core services are Business Consulting, Software Development, Quality Assurance & IT solutions in Digital Transformation. We are techies with the right techniques to revamp businesses!

Unlike most of the tech companies that have been around since 2000’s, Tentacle Technologies understands the evolution of technology and accepts it as an integral part of future businesses. Our journey started sixteen years ago and our passion for technology has created a positive impact. From what started as a small team, we have grown to a team of 350 employees globally.

A dozen years in business, never lost a client, 350+ technology professional on board, more than 100 client partnerships, do we have to say more?

Tentacle Technologies was founded in November 2001 with humble beginnings. Headquartered in Malaysia, today we operate in countries like Singapore, India and the Philippines. Our core services are Business Consulting, Software Development, Quality Assurance & IT solutions in Digital Transformation. We are techies with the right techniques to revamp businesses!

Unlike most of the tech companies that have been around since 2000’s, Tentacle Technologies understands the evolution of technology and accepts it as an integral part of future businesses. Our journey started sixteen years ago and our passion for technology has created a positive impact. From what started as a small team, we have grown to a team of 350 employees globally.

A dozen years in business, never lost a client, 350+ technology professional on board, more than 100 client partnerships, do we have to say more?