I. PURPOSE
Support and improve service operations to achieve service excellence, efficiency, and customer retention.

II. DUTIES AND RESPONSIBILITIES

• Execute assigned tasks, follow processes and escalation protocols, and support knowledge sharing and continuous improvement.
• Manage service operations including availability, capacity, continuity, and risk while ensuring compliance with service levels and quality standards.
• Oversee client support functions such as incident handling, service requests, escalations, and service restoration, including RCA and reporting.
• Support change, configuration, access, asset, and process management while maintaining accurate documentation and system records.
• Drive team performance and continual service improvement through process enhancement, monitoring, and collaboration.

III. QUALIFICATIONS

A. Education & Experience

• Bachelor’s degree in an IT-related field with at least 4 years of experience in a 24×7 Security or Network Operations Center.
• Relevant training or certifications in IT Service Management, IT Infrastructure, or Cybersecurity.

B. Competency

• Strong knowledge of cybersecurity, networking, risk management, and incident response, with familiarity in SIEM/SOAR tools and relevant frameworks.
• Good analytical, communication, and problem-solving skills, with the ability to work in high-pressure environments.