Service Engineer

Key Responsibilities

• Oversee end-to-end delivery of Managed Security Services to corporate clients, ensuring consistent achievement of agreed Service Level Agreements (SLAs), KPIs, and contractual obligations.
• Act as the primary point of escalation for service issues, complaints, and critical incidents; resolve disputes and manage remediation plans.
• Conduct monthly and quarterly service reviews with client stakeholders, presenting security posture, threat landscape analysis, SLA compliance metrics, and improvement initiatives.
• Ensure smooth coordination between customer security operations teams and SOC, incident response, and threat intelligence functions to maintain cohesive operations.
• Oversee the Major Incident communication protocol, ensuring clients receive timely executive updates, status reports, and remediation guidance during critical security events.
• Facilitate continuous improvement initiatives through regular SOC review cycles, customer feedback analysis, and industry best practice adoption

Required Qualifications

• Bachelor's degree or higher in Cybersecurity, Information Technology, Computer Science, or related discipline.
• Minimum 3–5 years of professional experience in IT Service Management, with enterprise cybersecurity operation experience.
• Working knowledge of security monitoring technologies and frameworks: SIEM, EDR/XDR, vulnerability management, threat intelligence platforms, and log management.
• Mature, self-motivated, and customer-oriented professional attitude with strong ownership of service outcomes.
• Proficiency in spoken and written English and Chinese (Cantonese/Mandarin); ability to conduct client meetings and prepare bilingual documentation.
• Candidates with relevant certificates such as CISSP/CISM/PMP/PRINCE2 will be a huge plus.