The Job

• Responsible for overseeing the end-to-end delivery of Managed Security Services (MSS) to corporate customers, ensuring service level agreements (SLAs) are met, and maintaining high customer satisfaction.
• Acts as the primary point of escalation for customers, coordinates between SOC teams, and drives continuous service improvement.
• Conduct regular service reviews with customers to discuss performance, incidents, and improvement opportunities
• Work closely with Information Security Analysts, Incident Responders, and Threat Intelligence teams to ensure timely detection, analysis, and response to security incidents
• Oversee major security incident management, ensuring proper communication and resolution.
• Lead 7x24 team of analysts to monitor managed security service workflows, ticket queues, and response times to optimize efficiency
• Develop and deliver monthly/quarterly service reports (e.g., security incidents, threat trends, SLA compliance)
• Identify gaps in security monitoring and response** and drive process improvements
• Manage relationship with customer’s security operation team to maintain a cohesive operations
• Develop and motivate sub-coordinates to uplift their performance through training, coaching, teamwork and organizing sectional activities
• Ensure a smooth and effective Tier 2 Operation Support especially focusing on incident, problem and change management

The Person

• Bachelor Degree holder or higher in cybersecurity, information technology or related field,
• 3 years’ experience in cyber security field
• Certification required: ITIL v4
• Preferred certifications: CISSP, CISM, or ISO 27001 LI
• PMP, or Prince2 is beneficial
• Some background in SIEM, EDR and Vulnerability Management
• Good knowledge in implementing managed security services is desirable
• Good knowledge of ISO standard in security control
• Good interpersonal and presentation skills, and have a mature, dedicated and self-motivating attitude
• Good customer services and able to work under pressure
• Proficiency in spoken and written in both Chinese and English