MDR Escalation Manager

TL;DR

MDR Escalation Manager (Cybersecurity): Lead complex, high-priority MDR service-level escalations end-to-end with an accent on cross-team coordination across SOC/MDR, support, engineering, and operations. Focus on escalation triage, customer escalation bridges, service governance, and post-escalation RCA to drive preventative fixes and measurable customer outcomes.

Location: Bonifacio Global City, Taguig City, Philippines

Company

hirify.global provides an end-to-end cyber resilience platform to help businesses manage, secure, and recover from evolving cyber threats.

What you will do

• Own end-to-end MDR service-level escalations and drive alignment and resolution across involved teams.
• Run escalation triage: confirm scope/impact, establish working hypotheses, and engage the right technical SMEs with the right evidence.
• Translate technical findings into impact, risk, and options for internal stakeholders and customers, including clear recommendations and decision points.
• Conduct customer escalation bridges with defined cadence, decision documentation, status updates, and expectation management through closure.
• Provide service governance on escalations: define next actions, assign owners, track commitments, and ensure KPI obligations and customer outcomes are met.
• Drive continuous improvement via post-escalation reviews/RCA, identify recurring failure modes, and partner on preventative fixes, runbooks, and training.

Requirements

• Demonstrated cybersecurity experience in a SOC/MDR environment (or closely equivalent), with strong understanding of SOC workflows, alert lifecycle, and operational handoffs.
• Proven experience handling service escalations end-to-end, owning issues through resolution and maintaining clear accountability across multiple teams.
• Project/program management experience to run structured incident/escalation workstreams, manage dependencies, and deliver outcomes to timeline.
• Bachelor’s degree in Cybersecurity, Computer Science, Information Technology, or a related field.
• Preferred certification: CompTIA Security+, CompTIA CySA+, or equivalent DoD 8570 / 8140 IAT Level II.
• Strong communication, stakeholder management, analytical problem-solving, and documentation discipline; able to facilitate working sessions across distributed teams and time zones.

Culture & Benefits

• Hybrid working model with 2–3 days per week in-hub collaboration.
• Medical and dental insurance, generous PTO, and observed holidays.
• Employee Stock Purchase Program and pension with company contribution.
• Monthly internet allowance and monthly grab & go onsite pantry allowance; De Minimis monthly allowance.
• Learning support via N-ablite Learning and 2 paid volunteer days per year.

Hiring process

• Interviews focused on escalation ownership, SOC/MDR operational understanding, and cross-team coordination experience.
• Discussion of incident/escalation workstream execution, communication style, and documentation/RCA approach.