{"id":2849430,"url":"https://alion.io/job/cyberone-service-operations-excellence-analyst","title":"Service Operations Excellence Analyst","company":{"id":695879,"name":"CyberOne","domain":"cyberone.security","url":"https://alion.io/company/cyber-one","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":93,"open_postings":15,"ghost_share":0,"stale_share":0.067,"repost_share":0,"time_to_fill_p50_days":96,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":31000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-19T10:30:47Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-02T14:33:16Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":13},"description":"“I am hugely excited about my future and the future of CyberOne. I have enjoyed my time here immensely and have learnt a huge amount in a short space of time, year-for-year I've learnt more here than I have at Microsoft and PwC.” - CyberOne Consultant\nAbout CyberOne\nCyberOne is a pure-play Microsoft security partner dedicated to helping enterprises realise the full value of the Microsoft Security portfolio-across Defender XDR, Sentinel, Entra, Purview, Intune, Copilot for Security and more. We combine deep technical expertise with outcome-driven services that accelerate secure cloud adoption, modernise threat protection and simplify compliance.\nDepartment: Cyber Defence & Engineering\nFunction: ASSURE | Service Excellence & Governance\nReports to: Cyber Defence & Engineering Manager\nLocation: Philippines | Remote\nEmployment Type: Full-time\nAbout the Role\nCyberOne is seeking a Service Operations Excellence Analyst to support operational efficiency, service quality, workforce planning, capability development and governance across our Cyber Defence & Engineering function.\nThe successful candidate will work closely with Security Operations, Security Engineering and management to monitor operational performance, maintain service standards, identify improvement opportunities and coordinate activities that strengthen the effectiveness of our managed security services.\nThis is a cross-functional position covering multiple aspects of operational excellence. Candidates are not expected to have experience in every functional area. We welcome applicants with a strong foundation in at least two relevant discipline and the willingness to develop their knowledge across the wider function.\nKey Responsibilities\n1. Service Operations Excellence\nMonitor operational performance and service delivery effectiveness.\n\nIdentify process inefficiencies and opportunities for continuous improvement.\n\nCoordinate improvement initiatives with operational and engineering teams.\n\nMaintain operational performance reports, dashboards and improvement trackers.\n\n2. Capacity, Workforce Planning & Management Information\nAnalyse operational workloads, staffing capacity and resource utilisation.\n\nSupport workforce forecasting and capacity planning.\n\nPrepare operational reports and management information.\n\nIdentify workload trends, capacity constraints and potential resource requirements.\n\n3. Quality Assurance & Knowledge Management\nSupport operational quality assurance activities and service reviews.\n\nMonitor adherence to established procedures and operational standards.\n\nCoordinate the maintenance of knowledge articles, runbooks and process documentation.\n\nIdentify quality gaps and track corrective improvement actions.\n\n4. Training & Capability Development\nCoordinate training activities and employee development initiatives.\n\nMaintain visibility of technical skills, training requirements and competency development.\n\nSupport internal career progression and specialist development programmes.\n\nWork with team leads to monitor training progress and identify capability gaps.\n\n5. Governance, Operational Readiness & Benefits\nSupport governance activities and operational compliance requirements.\n\nCoordinate operational readiness reviews and service acceptance documentation.\n\nTrack improvement initiatives, action ownership and expected benefits.\n\nMaintain governance records and provide progress updates to management.\n\nMinimum Qualifications & Experience\nApplicants must demonstrate relevant professional experience in at least two of the following areas:\nService Operations & Continuous Improvement: Service delivery, IT operations, process improvement or operational performance management.\n\nWorkforce Planning & Reporting: Capacity planning, workforce analysis, resource forecasting, operational reporting or data analysis.\n\nQuality Assurance & Knowledge Management: Quality reviews, process documentation, knowledge management or operational standards.\n\nTraining & Capability Development: Training coordination, learning programmes, skills assessments or employee development.\n\nGovernance & Operational Readiness: Operational governance, service transition, compliance coordination, readiness reviews or improvement tracking.\n\nExperience across all five areas is not mandatory. Applicants with relevant transferable experience are encouraged to apply.\nEssential Skills\nStrong organisational and analytical skills.\n\nProficiency in Microsoft Excel and Microsoft 365 applications.\n\nGood written communication and documentation skills.\n\nAbility to prepare reports, analyse information and present findings.\n\nStrong attention to detail and problem-solving abilities.\n\nAbility to coordinate activities across different teams and stakeholders.\n\nAbility to work independently, manage priorities and follow through on assigned actions.\n\nWillingness to learn new operational disciplines and develop cross-functional expertise.\n\nDesirable Experience\nExperience within a Security Operations Centre, Managed Security Service Provider or IT service management environment.\n\nFamiliarity with cybersecurity operations and incident management.\n\nExperience using Power BI or other reporting and collaboration platforms.\n\nKnowledge of ITIL or other service management practices.\n\nExposure to operational audits, workforce planning or service improvement programmes.\n\nExperience supporting technical teams or operational management.\n\nWhat Success Looks Like\nThe successful candidate will contribute to:\nReliable and consistent operational reporting.\n\nImproved visibility of workload, capacity and workforce requirements.\n\nConsistent quality assurance and operational documentation.\n\nBetter coordination of training and capability development.\n\nStructured governance, operational readiness and improvement tracking.\n\nActionable insights that support effective management 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