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Title:  Cyber SOC ITSM Manager

Job ID:  90295
Country:  Romania
City:  Bucharest
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Bucharest, B, RO, 00000


Cyber SOC ITSM Manager


What this role is about?

The Cyber Security ITSM Manager is responsible for providing effective customer service in scope of ServiceNow IT Service Requests where security matter is affected and support is requested. The Incumbent's scope of work is:

  • Organize, maintain and improve related processes in line with ITIL standards
  • Take an ownership on and process the ITSM tickets with support of line manager and Digital&IT teams in timely manner and in line with SLAs
  • Ensure that SOC-assigned tickets meet or exceed business and IT customers’ expectations via regular review KPI reports and feedback in ServiceNow

What will you do?

  • Oversee requests, incidents and problems in ServiceNow assigned to SOC team
  • Manage and process severe and complicated tickets, coordinate resolution of the technical incidents with Digital & IT teams
  • Attend weekly meetings and ensure that Company's infrastructure changes are done in line with security standards and reviewed by TSC/SOC teams when security matter is impacted
  • Develop, maintain and improve ITSM processes and workflows related to SOC engagement
  • Ensure their effectiveness to meet SLAs, customers’ expectations, and necessary involvement
  • Identify or follow up on the root cause in order to reduce repetitive incidents or problems (when applicable)
  • Create and maintain Knowledge Base in ServiceNow where SOC is owner of the process
  • Drive ticket analysis when necessary among regular customer survey feedback review, identify and develop strategies for improvements, or process optimization
  • Maintain relationship with major IT stakeholders and Global Service Desk, attend relevant meetings in order to have complete view on customer needs and integration with other teams' processes
  • Manage administrative tasks related to contractors with Security Service Provider and provide constructive feedback on quality of the service
  • Create and maintain Policies in Procedures in scope of SOC ITSM activities




What are we looking for?

  • University degree or equivalent in Engineering, Computer or Technical Science
  • 2+ years of professional working experience in the field of cyber security request/incident management (preferably in multinational company)
  • Proficiency in ServiceNow integration, configuration and workflow definition
  • Analytical mindset with an attention to detail
  • Capable of working in a multinational and diverse environment
  • Fluent written and spoken English


What are the next steps – Recruitment Process:


Thank you very much for your interest in the role. You are welcome to apply. We will make sure every candidate will receive a reply within 2 weeks after the application deadline. Should you have any questions, you are welcome to contact Adrian Dudek – Talent Advisor (

Job Segment: Cyber Security, Service Desk, Security Clearance, Manager, Engineer, Security, Customer Service, Government, Management, Engineering

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