Service Automation Manager

Trends Group, Inc.; Makati; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Trends Group, Inc. seeks a seasoned Service Automation Lead to drive automation, integration, and AI-enabled operations for Managed Services, with emphasis on NOC and SOC. You will design scalable automation architectures, oversee cross-functional teams, and ensure secure, auditable workflows across ITSM, SIEM, SOAR, and XDR platforms.

The role demands leadership experience, strategic thinking, and a track record of improving MTTR, productivity, and service quality in multi-vendor environments.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, Cybersecurity, Information Systems, or related field.

Responsibilities

• Lead automation and integration initiatives supporting NOC and SOC operations.

Skills

Solution architecture

Automation

System integration

Vendor evaluation

Stakeholder management

Communication

Analytical thinking

Leadership

Coaching

Continuous improvement

Education

Bachelor’s degree in IT, Computer Science, Engineering, Cybersecurity, Information Systems, or related field

Tools

SIEM

SOAR

XDR

AIOps

Observability

ITSM

APIs

Workflow orchestration

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

A. 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.

B. 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.

C. 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.