SOC Analyst

Overview

Participate and support activities that will help improve the existing service operations and operationalize new service portfolio to achieve service excellence, operational efficiency, and retention of customers.

• Accomplish all assigned tasks by the Shift Manager in a timely and effective manner as deemed necessary for the betterment of the organization.
• Follow effective and efficient processes and comply with escalation protocols.
• Report significant events to the Shift Manager and participate in shift turnovers.
• Contribute to the knowledge and information relevant to Service Operations.
• Collaborate with other team members to improve workflows, documentations, standards, and processes.
• Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
• Comply with company policies, guidelines, standards, and procedures.
• Perform all other duties and tasks as assigned by the Shift Manager and Operations Senior Manager.
• Availability Management
  • Escalate availability and capacity-related issues and provide suggestions.
• Capacity Management
  • Ensure that resources of managed devices are within the acceptable thresholds.
  • Escalate threshold breaches.
• IT Service Continuity Management
  • Understand Role in Business Continuity Plan (BCP) and ensure compliance once executed.
• Risk Management
  • Report risks to people and processes needed for Operations that may impact clients, Sales Groups, and other relevant stakeholders.
• Service Level Management
  • Comply with processes, procedures, guidelines, and policies to ensure SLAs are met or exceeded.
• Configuration Management
  • Provide feedback during functional testing.
• Client Support
  • Perform triage on received events and incidents.
  • Handle cases assigned to the team.
  • Process Service Requests within agreed Service Level Agreement.
  • Undertake immediate efforts to restore a failed service of a Managed Service client as quickly as possible.
  • Follow best practices and applicable frameworks for Events Management.
  • Handle escalation and follow-ups until resolution.
  • Collect relevant data to be used for Root-Cause-Analysis (RCA) Reports.
• Client Incident Management
  • Follow playbooks and procedures in the analysis, containment, eradication, remediation, and recovery from client cybersecurity and quality of service incidents.
  • Update incident tickets and inform Shift Manager.
  • Provide inputs to RCA Reports created by resolver groups.
• Client Access Management
  • Essentially executes Terms and Conditions of the client.
• Client IT Asset Management
  • Monitors the clients’ managed assets lifecycle and provides reports and recommendations to the Client, Service Delivery Manager/s, and other relevant stakeholders.
• Client Problem Management
  • Provide necessary data and implement Corrective Action/Preventive Action (CA/PA).
  • Comply with contractual problem management deliverables.
• Process Management
  • Follow documented processes of Operations.
• Knowledge Management
  • Responsible in updating the knowledge and information pertaining to existing Clients and clients’ Managed ICT assets.
• Continual Service Improvement Management
  • Follow new processes, comply, and execute assigned improvement plans.
  • Provide quality data and ticket content.

A. Minimum Education

• Must be a graduate of any IT related bachelor’s degree such as:
• Computer Studies
• Computer Engineering
• Information Technology
• Electronics Engineering

B. Minimum Experience/Training

• Have at least 1 year of working experience in a SOC Operations environment OR have undergone the TRENDS Cadetship Program.
• Trainings and/or certifications on any of the following domains are required:
• IT Service Management
• IT Infrastructure (Network, Servers, Cloud, etc.)
• Cybersecurity and/or Information Security

• Reporting to the company’s main office in Makati City on a hybrid work arrangement.
• Shifting schedule.
• Collaborate physically and/or virtually with internal and external stakeholders.
• May travel for company-sponsored conferences and related marketing events.
• Attend training and acquire certifications that are applicable to the role.