Manager | Shared SOC Incident Management  

Purpose

We are looking for a dynamic incident manager to join our MICTS (Managed ICT Services) department. In this role, you will oversee leading the incident management process to resolution and restoring our company's provided IT (Information Technology) operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols

Duties and Responsibilities

• Lead, manage and train the Incident response team
• Review and update incident response playbooks
• Monitor the organization’s networks and systems to spot and prevent intrusions
• Thoroughly examine and define all security flaws and holes in an organization’s computer systems and networks
• Point of contact for all Major Incidents
• Monitor the incidents to ensure that the Service Level Agreement is respected
• Use computer forensic tools to examine and analyze electronic media in suspected hacking cases
• Conduct tasks related to malware analysis and reverse engineering
• Define a course of action to take if a security problem does exist
• Define protocols for communication with the organization and with law enforcement should a security incident occur
• Design and implement a development plan to target evaluations of security gaps in an organization’s policies and procedures, including tabletop testing and training for employees
• Explain in detailed technical reports what occurred when an incident happens, including the reasons why this occurred and your response
• Document all findings in an easy-to-read format
• Prepare an incident response plan for the organization
• Build relations with other entities responsible for conducting cyber threat analyses
• Ensure that major incidents are resolved within client SLAs and internal OLAs

A. Minimum Education

• College Graduate or Diploma holder of any computer-related course.
• Preferably a degree in Information Technology, Engineering, or a related field.

B. Minimum Experience/Training

• 5 years+ experience working in Managed Service, Network handling, Incident handling, Threat Intelligence, or a similar role
• Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies
• Experience working with IT systems and software such as SolarWinds, McAfee SIEM, Siemplify etc.

C. Competency

• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.
• Positive, energetic, enthusiastic attitude
• Strong attention to detail
• Excellent at multi-tasking & task prioritization
• Self-motivated, proactive, and customer-centric attitude
• Quick learner and willing to adapt to a dynamic working environment
• Ability to apply judgement in high pressure situations with minimal external guidance
• Readiness for 24/7 working time system
• Must have prior IT support experience
  

Working Conditions

• 24x7 shifting schedule at Trends MICTS office
• The Incident Manager works a standard 40-hour workweek but may be required to work additional hours during periods of high incident volume.
• Probationary for 6 months
• Personal and professional development (certified training, on-the-job coaching & mentoring, career progression support)
• To be a successful incident manager, you should have an aptitude for picking up innovative technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.