Manager, SOC

2 weeks ago

Taguig, Philippines N-able Full time

Overview

The Manager, SOC (MDR Support Manager) oversees the Orange Team operations, ensuring effective service request handling, escalations, and customer support. This role manages team performance, oversees workflow distribution, and collaborates with cross-functional teams to improve processes and enhance customer satisfaction.

What You'll Do
  • Team Leadership and Oversight: Manage Orange Team operations and daily workflow. Supervise Support Analysts and Seniors, providing coaching and development. Ensure service requests and incidents are resolved within SLA requirements.
  • Operational Management: Oversee ticket handling, escalations, and quality assurance processes. Coordinate schedules and workload distribution across shifts. Maintain reporting on performance metrics and team efficiency.
  • Cross-Team Collaboration: Work closely with SOC Managers and cross-functional teams for escalations. Serve as escalation authority for high-impact customer issues. Coordinate with Engineering and Product teams for process improvements.
  • Process Improvement: Identify areas for workflow optimization and recommend improvements. Contribute to the refinement of runbooks, playbooks, and operational documentation. Drive initiatives to enhance customer satisfaction and service delivery.
What You'll Bring
  • 5+ years of SOC, MDR, or customer support experience, with at least 2 years in a leadership role.
  • Proven success managing support teams in a fast-paced environment.
  • Strong leadership and people management skills.
  • Excellent organizational and reporting capabilities.
  • Proficiency with SOC operations, tools, and MDR environments.
  • Effective communication and escalation management skills.
  • Highly dependable and results-driven.
Purple Perks
  • Medical and dental insurance
  • Generous PTO and observed holidays
  • 2 Paid Volunteer Days per year
  • Employee Stock Purchase Program
  • Pension with company-contribution
  • Weekly lunch allowance, Monthly grab & go onsite pantry allowance
  • Monthly internet allowance
  • De Minimis - monthly allowance
  • Fund-raising opportunities as part of our giving program
  • N-ablite Learning - custom learning experience as part of our investment in you
About N-able

At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. We partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our global team of N-ablites who are dedicated to making a difference in how our partners do IT.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting

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