SOC Service Manager

About Us

Tentacle Tech is an IT and software development consulting company serving some of Malaysia's largest enterprises. We deliver technology solutions, software development services, and IT consulting across multiple industries. We are looking for a talented professional to join our growing team.

The Role

We are looking for a seasoned SOC Service Manager to take ownership of SOC/MDR service governance for a client within the technology sector. In this role, you will act as the key escalation point across L2/L3 operations, drive SLA and KPI compliance, and lead continual improvement initiatives that strengthen detection quality and overall SOC efficiency. This is a fantastic opportunity for an experienced cybersecurity leader who thrives on customer engagement, operational rigour and team leadership.

What You'll Do

* Act as the L3 escalation point for missed or delayed alerts, reports, investigations and SLA breaches

* Serve as the L2 escalation point for gaps in analysis, threat assessment and customer notification

* Define and track operational milestones for the Threat Analysis/SOC team

* Review SLA violations and RCA findings, ensuring corrective and preventive actions are completed

* Review monthly MIS, KPI and KRI reports to drive service improvements

* Engage directly with customers to manage expectations, resolve escalations and gather service feedback

* Lead alert drills, tabletop exercises and support major incident management with clear stakeholder communication

What We're Looking For

* 10+ years of experience in Cybersecurity/SOC/MDR/MSSP operations

* Strong understanding of SIEM, EDR/XDR, Incident Response and Threat Intelligence

* Good working knowledge of Microsoft Sentinel and Defender XDR, with familiarity in KQL, Analytics Rules, Automation Rules, Playbooks and Workbooks

* Solid grasp of SLA/OLA, KPI/KRI, RCA, CAPA and ITSM processes

* Proven track record in customer and escalation management

* Strong communication, leadership, decision-making and stakeholder-management capabilities

* Relevant certifications such as GCIH, CISSP, ITIL 4 or Microsoft Security/Azure Security are an advantage

What We Offer

* Competitive salary

* Opportunity to work on high-impact SOC operations within the technology sector

* Ongoing training and mentorship to support your professional development

* Clear pathway for career progression within a growing consulting practice

* A supportive and collaborative team environment

How to Apply

Apply now with your latest CV or reach out to our recruitment team to learn more.