Service Automation Manager

Trends Group, Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Trends Group, Inc. seeks a senior Service Automation lead to drive automation across NOC and SOC operations. You will architect scalable solutions, lead a cross-functional team, and collaborate with vendors to optimize alert triage, incident handling, and reporting.

You will evaluate new tools, design governance, and guide AI-enabled operations to improve MTTR and service quality across multi-vendor environments.

Qualifications

• Bachelor’s degree in IT, CS, Engineering or a related field.
• At least 5 years in IT operations, managed services, automation, integration, or platform engineering.
• At least 2 years in leadership managing technical teams or transformation initiatives.
• Experience with NOC, SOC, MDR, MSSP, cybersecurity, or managed service environments.
• Experience with SIEM, SOAR, XDR, ITSM, observability, or AI-enabled platforms.

Responsibilities

• Lead automation and integration initiatives for NOC and SOC operations.
• Design solutions for alert triage, incident handling, enrichment, escalation, reporting and remediation.
• Maximize native capabilities of monitoring, security, ITSM, cloud, SIEM, SOAR, XDR and AI platforms.
• Oversee API, webhook, event-driven, scripting, and low-code/no-code integrations.
• Collaborate with technical teams, service delivery, vendors and stakeholders to address operational needs.
• Drive automation and AI initiatives to improve MTTR, productivity, and service quality.
• Ensure automation solutions meet security, audit, risk and change management requirements.

Skills

Solution architecture

Automation & orchestration

Vendor evaluation

Team leadership

AIOps

Education

Bachelor’s degree in IT/CS/Engineering

Certifications in cloud, security, ITSM, automation or AI

Tools

SIEM

SOAR

XDR

ITSM

APIs & 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.