Job Description

About CyberSiftAt CyberSift, we empower organizations to detect, defend, and respond to cyber threats with precision. As a fast-growing cybersecurity solutions provider, we’re dedicated to delivering real-time threat intelligence and seamless security operations for our clients across Europe and beyond.Position SummaryWe are looking for a detail-oriented and proactive SOC Operations Project Manager to oversee and continuously improve the operational workflows within our Security Operations Center. This role plays a key part in ensuring our incident response and ticketing processes are optimized for efficiency, accountability, and compliance.You will lead the ticketing lifecycle, manage tool configurations, ensure SLA adherence, and drive process improvements. This position also includes project management responsibilities, supporting the SOC team in implementing operational enhancements, automation initiatives, and cross-functional collaboration.This is a hybrid position that combines remote flexibility with on-site collaboration in Malta. We are seeking candidates who are either already based in Malta or open to relocating. Please note that a valid EU work permit is required.Key ResponsibilitiesSOC Ticketing & Workflow Management

• Monitor, audit, and enforce response times and SLA adherence across security incidents and requests.
• Oversee the full lifecycle of SOC tickets to ensure timely progression through all stages.
• Identify and follow up on overdue, miscategorized, or stagnant tickets.
• Escalate high-priority or SLA-breaching incidents to appropriate stakeholders.

System Administration & Automation

• Administer and configure Freshdesk (or similar platforms) including categories, tags, forms, templates, and workflow rules.
• Optimize ticket routing logic to enhance prioritization and assignment efficiency.
• Implement automation rules that support proactive incident handling and status updates.

Reporting, Metrics & Quality Assurance

• Create and maintain real-time dashboards and regular reports (daily, weekly, monthly) on ticket metrics, resolution trends, and workload.
• Track and analyze KPIs such as response times, resolution rates, backlog volumes, and SLA breaches.
• Audit ticket documentation to ensure compliance with internal standards and regulatory requirements.

Operational Projects & Continuous Improvement

• Lead process improvement initiatives in the SOC related to ticket handling, automation, and reporting.
• Manage small to mid-scale operational projects from initiation to closure (e.g., new workflows, integration efforts).
• Conduct root cause analysis on process bottlenecks and propose solutions.
• Collaborate with SOC analysts and leadership to implement changes and monitor adoption.

Training & Documentation

• Develop and deliver training materials for analysts on ticketing processes and standards.
• Maintain up-to-date documentation for ticketing procedures, escalation paths, and best practices.

Required QualificationsTechnical Experience

• 2+ years in a SOC, IT operations, or help desk environment.
• Strong hands-on experience with Freshdesk, Jira Service Management, ServiceNow, or equivalent.
• Solid understanding of ITIL concepts, particularly incident and request management.
• Familiarity with workflow automation and service delivery optimization.
• Basic knowledge of cybersecurity principles and incident response lifecycles.

Soft Skills

• Highly organized and detail-driven.
• Strong project ownership and ability to manage priorities under pressure.
• Excellent communication skills (written and verbal).
• Analytical thinking and a proactive, solutions-oriented mindset.

Preferred Qualifications

• Experience in a 24/7 SOC or high-availability operations team.
• ITIL Foundation certification or equivalent.
• Familiarity with regulatory frameworks (e.g., NIS2, GDPR).
• Exposure to cybersecurity tools, SIEM platforms, or alerting systems.
• Experience with data visualization (Power BI, Tableau, etc.) is a plus.

Why Join CyberSift?At CyberSift, we don’t just build cybersecurity solutions—we build people. You’ll join a growing, tight-knit team where innovation, ownership, and continuous learning are core to our culture. Here’s what you can expect:

• Flexible hybrid/remote work setup
• Opportunities for career growth and skill development
• Ongoing training in cybersecurity, IT service management, and automation tools
• Performance-based progression and recognition
• Access to cutting-edge technology and hands-on experience
• Open, transparent, and collaborative culture
• Direct impact – your work will shape operational efficiency across our SOC

Success Metrics

• Reduction in average ticket response/resolution time.
• Increased SLA compliance and operational visibility.
• Successful delivery of automation or process improvement projects.
• Improved satisfaction and efficiency within the SOC team.

Ready to bring order to operations and make cybersecurity run smarter?
Apply today and help us keep organizations secure—efficiently.

CyberSift

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