Service Automation Manager

Trends Group Inc.; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Trends Group Inc. in Makati seeks a Senior Service Automation Lead to steer automation, orchestration, and platform support for Managed Services, with focus on NOC and SOC operations.

You will design end-to-end automation solutions, oversee API/webhook integrations, and drive AI-enabled improvements to MTTR, productivity, and service quality. You’ll mentor the Service Automation team and ensure security, governance, and change management across environments.

Qualifications

• Bachelor’s degree in IT, CS, engineering, or related field.
• 5+ years in IT operations, automation, or platform engineering.
• 2+ years leading technical teams or transformation initiatives.
• Experience with NOC, SOC, MDR, MSSP, or managed services.

Responsibilities

• Lead automation and integration initiatives for NOC and SOC.
• Design alert triage, incident handling, enrichment, escalation, reporting, and remediation workflows.
• Oversee API, webhook, event-driven, scripting, and low-code integrations.
• Establish architectures, standards, governance for automation.
• Track automation performance using metrics.
• Lead and develop the Service Automation team.
• Ensure security, audit, risk, and change management compliance.
• Collaborate with vendors and stakeholders.

Skills

Solution architecture

Automation

Integration

Vendor evaluation

Stakeholder management

Leadership

Education

Bachelor’s degree in IT/CS/Engineering

Certifications in cloud/security/ITSM/AI

Tools

SIEM

SOAR

XDR

ITSM

Observability tools

AIOps platforms

Job description

I. PURPOSE

Lead service automation, orchestration, integration, platform support, and AI-enabled operations for Managed Services, primarily NOC and SOC.

II. Duties And Responsibilities

• Lead automation and integration initiatives supporting NOC and SOC operations.
• Design solutions for alert triage, incident handling, enrichment, escalation, reporting, and remediation.
• Maximize native capabilities of existing monitoring, security, ITSM, cloud, SIEM, SOAR, XDR, and AI platforms.
• Evaluate and recommend vendor solutions through technical assessments, POCs, and business cases.
• Establish automation architectures, integration standards, workflows, and governance practices.
• Oversee API, webhook, event-driven, scripting, and low-code/no-code integrations.
• Collaborate with technical teams, service delivery, vendors, and other stakeholders to address operational needs.
• Drive automation and AI initiatives that improve MTTR, productivity, scalability, and service quality.
• Ensure automation solutions meet security, audit, risk, and change management requirements.
• Standardize reusable workflows, playbooks, procedures, and technical documentation.
• Track automation performance using operational and productivity metrics.
• Lead, coach, and develop the Service Automation team.

III. Qualifications

• Minimum Education
  Bachelor’s degree in IT, Computer Science, Engineering, Cybersecurity, Information Systems, or related field.
• Relevant certifications in cloud, security, ITSM, automation, architecture, or AI are an advantage.
• Minimum Experience/Training
  At least 5 years of experience in IT operations, managed services, automation, integration, platform engineering, or related roles.
  At least 2 years of leadership experience managing technical teams or transformation initiatives.
  Experience supporting NOC, SOC, MDR, MSSP, cybersecurity, or managed service environments.
  Experience with SIEM, SOAR, XDR, ITSM, observability, AIOps, cloud, or AI-enabled platforms.
  Experience working in multi-vendor and client-driven technology environments.
• COMPETENCIES
  Strong solution architecture, automation, integration, and vendor evaluation skills.
  Knowledge of SIEM, SOAR, XDR, AIOps, observability, ITSM, APIs, and workflow orchestration.
  Ability to design secure, scalable, reliable, and auditable solutions.
  Strong stakeholder management, communication, analytical, and problem-solving skills.
  Strong leadership, coaching, customer focus, and continuous improvement mindset.

IV. Working Conditions

May require work beyond regular hours, including weekends and holidays, for critical operations or urgent issues.

May coordinate with clients, vendors, and internal teams across different schedules and time zones.

Handles sensitive operational and customer information in accordance with security, privacy, and confidentiality requirements.