SOC Operations Manager

SOC Manager

Role Summary

The SOC Manager is responsible for the overall operational performance, service quality, customer satisfaction, and strategic development of the SOC team.

The role combines people leadership, service management, customer engagement, governance, incident oversight, and SOC capability improvement. The SOC Manager ensures that SOC operations align with business goals, contractual obligations, service levels, and cybersecurity best practices.

Key Responsibilities

SOC Operations Management

• Manage daily SOC operations and service delivery.
• Ensure compliance with SLA and KPI commitments.
• Monitor operational performance and workload distribution.
• Lead major incident management and escalation handling.

Customer Management

• Serve as primary escalation point for customers.
• Conduct service reviews and governance meetings.
• Manage customer expectations and service improvements.
• Support contract renewals and service expansion discussions.

Service Governance

• Establish SOC processes, standards, and quality controls.
• Review investigation quality and incident handling effectiveness.
• Ensure adherence to security policies and operational procedures.
• Oversee risk management and compliance requirements.

Strategic Development

• Define SOC roadmap and capability development plans.
• Drive automation and efficiency initiatives.
• Evaluate emerging technologies and security services.
• Support business growth and onboarding of new customers.

Reporting & Metrics

• Report SOC performance to management and customers.
• Track and improve:

• MTTA
• MTTR
• Incident Quality
• SLA Performance
• Detection Coverage
• Automation Adoption Rate
• Customer Satisfaction

Required Skills

Leadership

• Team Management
• Stakeholder Management
• Conflict Resolution
• Coaching and Mentoring

Service Management

• ITIL Framework
• Service Governance
• SLA Management
• Customer Success

Security Operations

• SOC Operations
• Incident Response
• Threat Management
• Security Architecture Fundamentals

Business Skills

• Budget Planning
• Resource Planning
• Capacity Management
• Vendor Management

Preferred Certifications

• CISSP
• CISM
• ITIL Foundation / ITIL Managing Professional
• SC-100

Experience

• 5+ years in Cyber Security.
• 2+ years leading SOC or Security Operations teams.
• Experience managing Managed Security Services (MSSP/MSOC).
• Experience leading multi-customer environments.
• Strong customer-facing and executive communication skills