Job description / Role
Job Purpose:
Leading a high-performance team of operations engineers and security experts; responsible for the delivery of managed security services to Orange Cyberdefense Customers, with full accountability for achieving business and operational objectives.
Key Responsibilities
- Supervision of the SOC team in Egypt to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
- To develop and to maintain a security service operational model to efficiently deliver security services to SOC internal and external customers.
- To continually monitor and improve SOC operations towards targeted time frames, quality of services objectives, budget, and other service/contracts obligations.
- Conduct employee performance reviews in accordance with company policy.
- Ensure staff engagement and motivation all the time.
- Development of staff to ensure skills levels match both current and future operational and customer requirements.
- Schedule team training; leave requests, rostering, and overall staffing requirements.
- Responsible for ensuring adherence to company policy, process & procedures.
- Review of all necessary reporting to ensure the team meets operational, Performance Measurements and customer support targets. Daily review of primary KPI reporting.
- Ensure all faults/inquiries are logged and processed in the most efficient process.
- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
- Work to excel for customer service and to focus on customer satisfaction.
- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
- Implementation of strategies to ensure employee satisfaction and motivation.
- Represent the department if required at customer meetings and service reviews.
- Conduct management/staff performance reviews in accordance with company policy.
- Develop interlocks between his/her team and the rest of Orange Cyberdefense teams.
- Contribute to the "Service Operation process & procedure improvements" to increase the team's productivity and lower the number of incoming escalations within his/her team.
- Putting plans to ensure staff motivation and decrease attrition rate.
- Develop interlocks with other Incident Management teams in other MSCs.
- Other administrative tasks as per job requirements.
- Assisting staff in identifying their career path.
- On Call availability during OBH.
- Undertakes other similar or related tasks as signed by head of department
Requirements
About you
Skills and Qualifications
Education & Professional Experience:
- Bachelor's degree in Engineering, Computer Science or equivalent experience
- Min. 10 years related work experience with + 5 years of proven management/leadership experience in multinational environment; preferably in security domain or in customer service industry.
- Master's degree is strongly preferable.
- Professional accreditation in one of the following security certifications (CISSP, CCSP, CCSK, CISM, CISA, ISO27K, or equivalent) is a plus.
Skill Profile:
- Excellent customer service skills.
- Outstanding Interpersonal and communication skills.
- Excellent time management, and organizational skills.
- Creativity and problem solving aptitude.
- Excellent decision making skills
- Excellent Managerial and leadership skills
- Presentation skills.
- Results oriented.
- Exemplary people and change management skills.
- Hands-on experience in Performance review, evaluation, putting development plans, and motivating team players is preferable.
- Team Building Skills
- Conflict Resolution
- Ability to deal with different cultures and behaviors
- Decision Making techniques
- Delegation & Coaching skills
- Business & Report Writing
- Strong Analytical skills
- Interviewing Skills
- Excellent Problem solving and investigation capabilities
- Fluent in both spoken and written English, French is a plus
Department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.