Service Delivery Specialist

Mgenesis; Muntinlupa; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Vacation leave

Sick leave

Birthday leave

Hybrid work arrangement

Life Insurance

Job summary

Mgenesis is seeking a Rank-and-file MSOC support role based in Mandaluyong. You will help deliver 24x7 MSOC services, monitor SLAs, and prepare client reports to reflect incident trends and operations performance.

Responsibilities include coordinating with technical teams, escalating issues, and ensuring clear client communication while upholding ISO 27001 and ITIL practices. A Monday–Friday schedule applies with full-time permanent status.

Qualifications

• Bachelor's degree in IT or cybersecurity or related field.
• 1–3 years in IT service delivery or cybersecurity operations.
• SOC exposure is a plus but not required.

Responsibilities

• Support the delivery of 24x7 MSOC services including alert monitoring, triage, incident response, and client reporting.
• Monitor adherence to SLAs and performance indicators.
• Create and maintain reports that summarize MSOC activities, incident trends, and operational performance.
• Facilitate coordination between technical teams to ensure timely handling of escalations and service requests.
• Act as liaison between internal teams and clients to align security operations and service expectations.

Skills

MSOC operations

Incident management

Reporting & analytics

Client coordination

Communication skills

Education

Bachelor’s degree in IT / Cybersecurity

Tools

SIEM

ITIL

ISO 27001

Job description

Level: Rank and file

Employment Type: Full-time, Permanent

Location: Mandaluyong

Schedule: Monday to Friday

Job Summary:

This role is responsible for ensuring the smooth and effective delivery of managed security services to clients. It oversees service performance, coordinates incident handling, and ensures alignment with service level agreements.

Duties & Responsibilities

Service Management & Delivery

• Support the delivery of 24x7 MSOC services including alert monitoring, triage, incident response, and client reporting.
• Monitor adherence to Service Level Agreements (SLAs) and performance indicators.
• Create and maintain reports that summarize MSOC activities, incident trends, and operational performance.
• Facilitate coordination between technical teams to ensure timely handling of escalations and service requests.

Client Relationship Management

• Act as a liaison between internal teams and clients, ensuring alignment on security operations and service expectations.
• Participate in regular service review meetings, assist in presenting performance metrics, and support client communication.
• Help capture and refine client feedback to improve service quality.

Process Improvement & Collaboration

• Collaborate with SOC analysts, engineers, and other internal teams to enhance service delivery processes.
• Assist in identifying workflow inefficiencies and participate in improvement initiatives.
• Help document updated procedures and changes to internal delivery standards.

Reporting & Communication

• Prepare and deliver timely and accurate reports to clients and internal stakeholders.
• Support client communications by ensuring technical updates and issue resolutions are clearly conveyed.
• Escalate urgent concerns to the MSOC Manager with proper documentation and follow-through.

Compliance & Support

• Help ensure MSOC operations are aligned with relevant policies, ISO 27001 standards, and ITIL practices.
• Participate in internal reviews and support documentation needs for audit readiness.

Qualifications:

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field.
• 1 to 3 years of experience in IT service delivery, cybersecurity operations, client support, or a related coordination/analyst role.
• Prior experience in or exposure to SOC or security operations environments is a plus but not required.

Benefits:

• Vacation Leave
• Sick Leave
• Birthday LeaveHMO upon regularization5-day work week onlySick leave convertible into cashIn-house Training & CertificationsGreat pay & incentivesHybrid Work ArrangementLife Insurance coverage upon hire