Service Delivery Manager - Petaling Jaya
NetAssist
Date: 3 weeks ago
City: Petaling Jaya
Contract type: Full time
Key Responsibilities
Service Coordination
Service Coordination
- Assist in managing the delivery of core cybersecurity services such as threat monitoring, incident response, and endpoint protection.
- Track service requests, incidents, and ensure follow-up until closure.
- Support maintenance of service documentation, SOPs, and runbooks.
- Monitor service metrics (SLAs/KPIs) and generate basic reports.
- Support senior SDMs in preparing client-facing or internal service review materials.
- Identify and escalate service issues or delays.
- Help coordinate response activities during security incidents or alerts.
- Ensure proper logging, documentation, and follow-ups on incidents.
- Participate in post-incident reviews and knowledge base updates.
- Serve as a point of contact for service-related queries from internal teams or clients (under supervision).
- Provide updates and status reports to stakeholders in a timely and professional manner.
- Assist with compliance tracking (e.g., patch SLAs, policy reviews).
- Help gather audit or regulatory evidence when needed.
- Support risk assessment activities and improvement initiatives.
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