SOC Manager - Service Operations

Key Responsibilities:

• Incident Management:
•  Lead the incident management process to ensure rapid incident resolution and minimal service disruptions.
• Establish and maintain incident response protocols and escalation procedures.
• Collaborate with cross-functional teams to identify root causes and implement preventive measures.
• Change Management:
•  Implement change management processes to oversee the introduction of new technologies and updates.
• Assess the impact of changes on operational services and manage associated risks.
• Ensure compliance with change management best practices and thorough documentation.
• Application Monitoring:
•  Implement and manage application monitoring tools such as Kibana and Grafana to ensure the performance, availability, and security of our digital systems.
• Create and maintain customized dashboards and alerts for real-time monitoring and issue resolution.
• Continuously improve monitoring and alerting strategies based on operational insights.
• SRE Exposure:
•  Leverage your exposure to Site Reliability Engineering (SRE) principles and practices to enhance the reliability and resilience of our services.
• Collaborate with SRE teams to identify opportunities for automation and reliability improvements.
• Team Leadership:
•  Provide leadership and guidance to a team of operations professionals.
• Foster a culture of collaboration, innovation, and continuous improvement.
• Ensure the team is well-equipped to handle operational challenges effectively.
• Reporting and Documentation:
•  Generate regular reports on incident management, change management, and monitoring performance.
• Maintain comprehensive documentation of processes, procedures, and operational activities.

Requirements

• Bachelor's or Master's degree.
• Proven experience in service operations management with a strong focus on incident management and change management.
• Expertise in implementing and configuring application monitoring tools, particularly Kibana and Grafana.
• Exposure to Site Reliability Engineering (SRE) practices and principles.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Effective communication and interpersonal skills.
• ITIL or relevant certifications in service management are a plus.
•  Shift Management:
• Implement and manage a Rota shift schedule for SOC analysts to ensure 24/7 coverage.
• Ensure proper handover procedures between shifts for seamless operations.
• Preferred Qualifications:
• Industry certifications such as CISSP, CISM, or equivalent.
• Experience in managing SOC teams with a Rota shift schedule.
• Familiarity with cloud security and emerging technologies.