Head of Security Support
5 months ago
**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.
**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
**additional information**:
**Technical Knowledge & Background:
- Solid knowledge on any of the following topics ITIL, CISM, CISSP, ISO27K
- Solid understanding of Orange Business/OCD Security solutions
- Good technical background in different technologies such MFW, MIS (IOT), SASE, Ivanti, EDR,... etc Understanding of corporate governance within complex organizations
**contract**:
Regular
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