Cybersecurity Operations and Support Manager (CAT 1) - D05 Clementi New Town, Hong Leong Garden, Pasir Panjang, SG

Roles & Responsibilities

We are seeking a highly experienced and security-cleared Cybersecurity Operations and Support Manager to lead and manage post-sales operations, ensuring the successful deployment, adoption, and ongoing satisfaction of our government-grade cybersecurity software solutions.

The ideal candidate will have a strong technical background in cybersecurity, proven post-sales customer engagement experience, excellent project management skills, and outstanding leadership and communication abilities.

The manager will serve as the primary point of contact for enterprise and government clients after the sale is complete, ensuring a seamless transition from pre-sales to implementation, and delivering sustained customer success.

Roles & Responsibilities

• Lead, mentor, and develop a high-performing technical support team, promoting continuous learning, operational efficiency, and alignment with industry best practices.
• Oversee resolution of complex technical issues, ensuring timely and effective support, detailed documentation, and a proactive approach to improving customer satisfaction.
• Streamline support operations through process optimization and automation, while ensuring compliance with cybersecurity standards and regulatory requirements.
• Coordinate closely with pre-sales and engineering teams to ensure a smooth handover and ongoing alignment on customer needs and expectations.
• Manage incident response and escalation protocols within the constraints of CAT 1 clearance protocols.
• Track key performance indicators (KPIs) and prepare reports on team performance, customer satisfaction, and issue resolution.
• Stay ahead of industry trends, manage risks, and drive continuous improvements in service reliability and performance.
• Act as a liaison between the customer and internal teams including product, engineering, and executive leadership —ensuring customer feedback is captured and acted upon.
• Provide strategic input to product development teams based on real-world client insights and operational challenges.

Requirements

Tell employers what skills you have

Information Security

MacOS

Nagios

Management Skills

A+

IT Service Management

Azure

CCNA

Zendesk

Networking

Windows

Google Cloud

Customer Satisfaction

ITIL

Linux

Technical Support