Operations Manager

Job description / Role

About the role

Roles and Responsibilities:

• Leadership:
  • Lead and manage the L1 Network Security team to ensure smooth and effective operations, focusing on delivering high-quality support aligned with the customer's objectives.
  • Plan and allocate tasks effectively, ensuring comprehensive coverage of critical network devices and services for 24/7 operations.
  • Act as the primary escalation point for complex or unresolved technical issues, particularly those involving network devices and ISP coordination, ensuring timely and effective resolution that meets customer expectations.
  • Conduct regular performance reviews, provide constructive feedback, and create development plans for team members, ensuring their growth aligns with the customer's evolving needs.
  • Oversee the hiring process, including candidate evaluation, interviewing, and onboarding of new team members dedicated to the customer's environment.
  • Promote team autonomy by fostering a culture of accountability, knowledge sharing, and proactive problem-solving tailored to the customer's infrastructure.
  • Champion continuous improvement in team performance and alignment with evolving customer needs, fostering a proactive and customer-centric culture.
  • Monitor team KPIs and autonomy, encouraging a results-driven mindset while enhancing performance through AI, automation, and agile methodologies.
  • Ensure team alignment with company values, policies, and compliance requirements while maintaining a strong customer focus.
  • Stay up to date with emerging technologies and proactively participate in technology transformation initiatives in collaboration with the customer.
  • Acquire expertise to act as the "Knowledge Owner" on the scope related to ServiceNow KCS.
  • Recognize and reward outstanding performance within the team to foster a positive work environment and motivate team members.
  • Ensure a structured induction program for new hires, alongside continuous training and development to ensure the team remains up-to-date with evolving technologies and customer-specific needs.
• Network Security and Device Management:
  • Monitor and manage network and security systems, including firewalls, routers, switches, access points, and wireless controllers, ensuring the infrastructure is robust, secure, and optimized for the customer's environment.
  • Oversee the secure configuration, monitoring, and troubleshooting of network devices, regularly reviewing and updating security settings, access controls, and configurations to meet evolving threats.
  • Actively monitor and respond to security alerts and incidents affecting both network devices and infrastructure, coordinating closely with L2/L3 teams for efficient resolution.
  • Ensure the timely detection, analysis, and response to security alerts and incidents affecting network devices and security infrastructure.
• Coordination with ISPs:
  • Serve as the primary liaison between the customer's network team and ISPs, ensuring effective communication and issue resolution during service disruptions, incidents, and escalations.
  • Manage ISP-related issues, including bandwidth monitoring, network outages, and connectivity problems.
  • Ensure that ISP network connectivity is secure, stable, and optimized by actively managing service levels, contracts, and collaborating with ISPs during troubleshooting, maintenance, and upgrades.
  • Coordinate with field engineers, data center teams, and proximity technicians for onsite interventions, ensuring effective collaboration during hardware replacements and other network-related interventions.
• Process Improvement:
  • Identify and implement process improvements that enhance efficiency in threat detection, incident response, and network management. Focus on automating repetitive tasks related to network devices and ISP management to improve overall team performance and reduce response times.
  • Regularly review and update SOPs, playbooks, and operational guidelines for network security and device management.
• Communication and Reporting:
  • Prepare and deliver comprehensive performance and incident reports to senior management, highlighting key security incidents, network issues, and team performance metrics.
  • Maintain clear, transparent communication during security incidents, outages, and troubleshooting activities, ensuring alignment with both internal and external stakeholders, including ISPs.
• Collaboration:
  • Work closely with L2/L3 teams, network engineers, and IT staff to ensure effective escalation and resolution of complex network and security issues.
  • Collaborate with Change, Incident, and Patch Managers to address related network and security concerns, ensuring comprehensive coverage and seamless coordination.
  • Foster strong relationships with the customer, aligning team goals and operations to support their evolving network and security requirements.

About you

Requirements:

• Bachelor's degree in Computer Science, Information Security, or a related field (or equivalent practical experience).
• A minimum of 6 years of experience in network security, including at least 2 years in a leadership or managerial role.
• In-depth understanding of network security principles, tools, and technologies, with hands-on experience managing Cisco network devices (switches, routers, access points, wireless controllers).
• Proven experience coordinating with ISPs and resolving external network connectivity issues.
• Proficiency in troubleshooting, configuring, and securing Cisco networking devices, as well as managing network security infrastructures.
• Strong problem-solving and decision-making capabilities with excellent communication and interpersonal skills.
• Industry certifications such as CISSP, CISM, CCNP Security, or equivalent are preferred.
• Required certifications: Fortinet, Cisco, and F5.

Department

Global Delivery & Operations

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

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.