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Manager, Customer Service Front Line
CyberMaxxManager of Customer Service Front Line at CyberMaxx responsible for SOC team leadership in the Philippines. Overseeing operations with a focus on service delivery, client satisfaction, and continuous improvement.
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Manage and develop a team of SOC analysts and leads.
- Provide coaching, performance feedback, and development opportunities to grow talent and maintain strong team morale.
- Drive daily execution of SOC services, ensuring all detection, response, and escalation activities align with SLAs and client expectations.
- Monitor KPIs and service metrics to assess effectiveness, identify areas for improvement, and support data-driven decisions.
- Contribute to staffing strategies, platform enhancements, and process optimization to support scalability and innovation.
- Act as an escalation point and trusted advisor for client inquiries and incidents.
- Participate in onboarding and ongoing service reviews.
- Partner with Engineering and Sales teams to define service enhancements and support pre-sales engagements.
- Lead the development and enforcement of SOC standards, playbooks, and documentation to ensure consistent, high-quality service delivery.
- Assist in forecasting and managing operating budgets, staffing needs, and capital expenditures related to SOC operations.
- Participate in business continuity, disaster recovery, and incident response planning activities.
Requirements
What you’ll need- 5+ years of experience leading a security operations or managed services team, preferably in the cybersecurity or professional services industry.
- Proven experience managing teams in a fast-paced, high-stakes environment.
- Bachelor’s degree in business, information security, or a related field.
- Strong knowledge of security operations, detection and response technologies, and service delivery models.
- Excellent leadership, communication, and interpersonal skills.
- Ability to interpret and present technical information to both technical and non-technical audiences.
- Demonstrated success in managing metrics, KPIs, and continuous service improvement initiatives.
- Experience supporting MSSP or MDR services.
- Familiarity with cybersecurity compliance frameworks (e.g., NIST, ISO 27001).
- Hands-on knowledge of SIEM, EDR, SOAR platforms, and threat intelligence tools.
Benefits
Comp & perks- Internet speed of at least 100 Mbps with a reliable backup connection
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
security operationsdetection technologiesresponse technologiesservice delivery modelsmetrics managementKPI managementcontinuous service improvementMSSP servicesMDR servicescybersecurity compliance frameworks
Soft Skills
leadershipcommunicationinterpersonal skillscoachingperformance feedbackteam morale managementdata-driven decision makingclient relationship managementtechnical information presentationprocess optimization