Job description for Cyber Security Operation Lead at Indonesia Global Solusindo
We are looking for an experienced Cybersecurity Operation Lead to lead the operational delivery of cybersecurity projects that have transitioned into the support, maintenance, and managed operation phase.
Key Responsibilities:
- Lead the day-to-day operation of multiple cybersecurity support, maintenance, and managed service projects.
- Act as the primary technical and operational point of contact for customers during the operation phase.
- Manage and coordinate the operation team, engineers, and technical resources to ensure service delivery meets agreed SLA and customer expectations.
- Monitor the overall health, performance, availability, and capacity of deployed cybersecurity solutions.
- Ensure incidents, service requests, and technical issues are properly identified, prioritized, escalated, and resolved within the agreed SLA.
- Coordinate preventive maintenance, troubleshooting, health checks, tuning, upgrades, and configuration changes.
- Review operational activities and ensure proper implementation of SOP, operational procedures, and change management processes.
- Conduct regular service reviews with customers, including operational status, incidents, issues, recommendations, and improvement plans.
- Prepare and review monthly/periodic operational reports, including SLA achievement, incident statistics, system health, and service performance.
- Identify recurring issues and drive root cause analysis (RCA) and continuous improvement initiatives.
- Coordinate with vendor/principal support for complex technical issues and escalation.
- Manage operational risks, dependencies, and technical escalations across multiple projects.
- Ensure all project operational documentation is maintained, including As-Built Documents, SOP, troubleshooting guides, maintenance records, and knowledge base.
- Support renewal, upselling, and expansion opportunities by identifying additional customer requirements during the operation phase.
- Provide technical leadership and mentoring to engineers and operation team members.
Requirements:
- Minimum 5 years of experience in cybersecurity, IT infrastructure, or security technology operations.
- Minimum 2–3 years of experience leading cybersecurity operation, support, maintenance, or managed service projects.
- Proven experience managing multiple customer projects simultaneously.
- Experience working directly with enterprise customers, preferably in Banking, Financial Services, Telco, Government, or other large enterprises.
- Strong understanding of cybersecurity solutions such as PAM, SIEM, Network Security, or other security technologies.
- Experience managing SLA, incident management, escalation, preventive maintenance, change management, and service reporting.
- Strong understanding of ITIL/service management principles is preferred.
- Experience coordinating technical engineers, vendors, and principals.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good understanding of project and operational documentation.
- Excellent communication, customer management, coordination, and leadership skills.
- Able to work under pressure and manage multiple priorities in a customer-facing environment.
Nice to Have:
- Experience in Managed Security Services / Managed Service Provider (MSSP) environments.
- Experience handling 24x7 or on-call operational support.
- Experience with SLA/KPI management and service improvement.
- Experience in managing cybersecurity operations for large-scale enterprise environments.We are looking for a versatile Cybersecurity Consultant to support the implementation and integration of various cybersecurity solutions across enterprise environments.
