Operations Manager

Job description / Role

About us

Join us at Orange Business! We are 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 role

Operations manager - network & security operations overview

At Orange Cyberdefense Egypt, we are building a high-performing dedicated SOC team for one of our major worldwide tobacco customers. We're looking for an operations manager to lead and manage a team of 13 technical experts (L2 engineers, senior L2 engineers, technical owners, L3 engineers, and technical implementation owners). This role ensures operational excellence, customer satisfaction, and successful delivery of complex network and security projects.

Responsibilities

Team leadership & management

• Lead and manage a team of 13 engineers across multiple roles (L2, senior L2, technical owners, L3, and TIO).
• Define team objectives, allocate resources, and monitor performance against KPIs and SLAs.
• Conduct regular team meetings, performance reviews, and career development plans.
• Foster a culture of collaboration, accountability, and continuous improvement.

Operational oversight

• Ensure adherence to customer SLAs for incident, change, and problem management.
• Oversee escalation processes and ensure timely resolution of critical incidents.
• Validate and approve major changes, migrations, and infrastructure upgrades.
• Monitor operational dashboards and ensure proactive risk management.

Customer engagement

• Act as the primary operational point of contact for the customer.
• Participate in governance meetings and provide operational reports, RCA summaries, and improvement plans.
• Build strong relationships with customer stakeholders and ensure alignment with business objectives.

Project & change management

• Oversee technical implementation of large-scale projects (hardware migrations, new site deployments, infrastructure upgrades).
• Coordinate with project managers and technical owners to ensure successful delivery.
• Ensure compliance with change management processes and risk mitigation strategies.

Vendor & stakeholder coordination

• Manage relationships with vendors for advanced troubleshooting, hardware replacements, and software updates.
• Collaborate with internal and external stakeholders to support strategic initiatives.

Continuous improvement

• Identify opportunities to optimize operational efficiency and service delivery.
• Drive automation and process improvements across the team.
• Stay updated on emerging technologies and industry best practices.

About you

Education: Bachelor's degree in computer science, network engineering, or related field (master's degree is a plus).

Experience: Minimum 10+ years in infrastructure, network, or security operations, with at least 3+ years in a leadership role. Proven experience managing large technical teams and complex projects.

Skills:

• Strong leadership and people management skills.
• Excellent communication and stakeholder management capabilities.
• Deep understanding of network and security technologies (FortiGate, F5, Cisco, Ivanti, SD-WAN).
• Strong decision-making and problem-solving skills under pressure.
• Fluent in English (writing and speaking).

Certifications (highly desirable):

• ITIL Foundation or higher (for process and service management).
• PMP or Prince2 (for project management).
• Technical certifications such as CCNP/CCIE, F5 CTS, Fortinet NSE are a plus.

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness, and effective communication.

What we offer

• Global opportunities: Work in multinational teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional development: Training programs and upskilling/re-skilling opportunities.
• Career growth: Internal growth and mobility opportunities within Orange.
• Caring and daring culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward programs: Employee referral program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion or belief, sexual orientation, marital status, neurotype, disability, veteran status, or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disability-friendly company and equal opportunity employer: please feel free to let us know about any specific needs you may have.

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.