SOC Service Manager

Tentacle Technologies; Sepang; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Mentorship

Career progression

Collaborative culture

Job summary

Tentacle Technologies in Malaysia is seeking a seasoned SOC Service Manager to own SOC/MDR service governance in a fast-paced tech environment. This on-site senior role serves as the escalation backbone of the SOC operation, driving service quality, SLA compliance, and continual improvement while engaging with customers on major incidents.

You will lead the Threat Analysis/SOC team milestones, review reports, and manage escalations with a focus on KPI/KRI, RCA and CAPA processes.

Qualifications

• 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

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 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

Skills

Cybersecurity/SOC/MDR/MSSP operations

SIEM

EDR/XDR

Incident Response

Threat Intelligence

Leadership

Stakeholder management

Escalation management

Tools

Microsoft Sentinel

Defender XDR

KQL

Analytics Rules

Automation Rules

Playbooks

Workbooks

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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