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Cybersecurity Operations Team Lead

4 weeks ago

Philippines ePLDT Full time

Overview

The Cybersecurity Operations Team Lead is responsible for overseeing day-to-day operational compliance with defined Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Key Performance Indicators (KPIs) across the MSS team. This role ensures that team members deliver services within scope and timelines, while also actively participating in technical operations when administrative duties are minimal.

Responsibilities
  • Operational Compliance & Oversight: Monitor team performance against SLA/SLO targets (e.g., TTO, ticket creation, containment, reporting). Ensure compliance with defined metrics across ICSO, SOG, and UAM functions.
  • Tracking & Fulfillment: Track and validate timely fulfillment of service requests, incident responses, and provisioning tasks.
  • Team Coordination & Task Management: Assign and follow up on daily tasks and tickets to ensure alignment with scope of work; conduct regular reviews of team deliverables and escalate issues to the Operations Head as needed; support onboarding and knowledge transfer for new team members.
  • Technical Operations Support: Participate in incident handling, monitoring, provisioning, and troubleshooting activities; step in to perform technical tasks during low administrative workload periods.
  • Tooling & Documentation: Maintain familiarity with tools such as ONE Hub, ADAUDIT, SentinelOne, and Cybereason; ensure timely generation and submission of EOS/EOD reports, trackers, and audit logs; maintain and update SOPs and knowledge base entries; analyze operational data to identify trends, gaps, and areas for improvement.
  • Stakeholder Communication: Coordinate with internal teams and escalate SLA breaches or operational risks; provide updates to the Operations Head and other stakeholders during incidents or service disruptions.
Qualifications
  • Bachelor’s degree in Information Technology, Cybersecurity, or related field.
  • At least 5 years of experience in IT operations or cybersecurity, with exposure to SLA-driven environments as well as people management.
  • Strong understanding of Managed Security operations and service delivery frameworks.
  • Excellent organizational, communication, and multitasking skills.
  • Preferred Certifications: ITIL Foundation, ISC2 Certified in Cybersecurity, CompTIA Security+, CEH, or equivalent.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management
  • Information Technology
Industries
  • IT Services and IT Consulting
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