Head of Ocd Fls

**Votre rôle**:
**Job Purpose**:
Reporting directly to the Head of OCD CoE in Egypt, and functionally to the Head of GSOC Service Desk. As Head of OCD FLS you will be leading a growing team responsible for providing Front-Line Support for Orange Cyberdefense channel customers, and you will be fully accountable for the achievement of relevant business and operational targets.

**Key Tasks and Responsibilities**:

- Work closely with Head of GSOC Service Desk, and with Head of OCD CoE to ensure execution and achievement of OCD business and operational objectives.
- ** Operational Management**
- Oversee day-to-day operations of OCD FLS Team, ensuring timely and efficient issue resolution.
- Manage and monitor ticket queues to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met or exceeded.
- Develop and enforce standard operating procedures for incident and request management.
- Regularly review and improve processes to enhance efficiency and user satisfaction
- ** Team Leadership and Management**
- Recruit, train, mentor, and supervise service desk staff,
- Conduct performance reviews by setting clear and measurable objectives for them and provide coaching and constructive feedback to achieve their business and operational objectives.
- Foster a positive team environment and address conflicts or challenges.
- Ensure team members are equipped with up-to-date knowledge and skills, including training on new tools or systems.
- ** Customer Support and Relationship Management**
- Take ownership of escalated customers' critical and strategic problems. Manage efficient resolution of customer's issues and complaints and ensure follow-through to conclusion.
- Communicate effectively with customers and stakeholders, providing updates on critical incidents or major outages.
- Build and drive customer-focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer’s satisfaction.
- Collect and analyze feedback to identify areas for improvement in service delivery
- ** Incident and Problem Management**
- Oversee the incident management process, ensuring incidents are logged, prioritized, and resolved efficiently.
- Lead root cause analysis for recurring issues and work towards permanent solutions.
- Coordinate with other resolution groups to resolve complex or cross-departmental issues.
- ** Reporting and Metrics**
- Generate regular reports on Service Desk performance, including SLA compliance, ticket trends, and team productivity.
- Analyze data to identify patterns and recommend improvements in processes or resource allocation.
- Present reports and insights to senior management, making data-driven recommendations.
- ** Resource and Capacity Planning**
- Plan and allocate resources and skillsets to meet demand, including staffing for peak periods.
- Manage budgets for the service desk, including tools, training, and staffing costs
- Ensure adequate coverage for 24/7 support operations.
- ** Collaboration and Stakeholder Management**:

- Collaborate with other operations teams across the support chain (L2,L3), to ensure seamless support.
- Reinforce collaboration with other organization units and verticals (OCD,OB/GDO/CSU,.) to improve business and customer operations end-to-end.
- ** Continuous Improvement**
- Drive initiatives to develop, plan, and implement, programs, policies, and workflow changes to maximize services quality, efficiency, such as automation or self-service options.
- To keep up to date with emerging security trends, threats, best practices, and standards (internal and external), regulations, and security enhancing technologies.
- Identify and mitigate risks in service delivery, ensuring business continuity
- ** Compliance and Governance**
- Ensure adherence to organizational policies, industry standards, and regulatory requirements.
- Manage security and confidentiality of customer and organizational data.
- Conduct audits and reviews to ensure compliance with IT governance practices.
- Any other duties and responsibilities commensurate with this role.

**Votre profil**:
**Professional Experie**nce

You are a mature professional with at least 6 years of experience in IT/Telecom, and + 2 years of proven management/leadership experience in multinational environment ; preferably in security domain or in customer service industry.

**Educational background and qualifications**:

- Computer, Comm., or Electronics B. Eng, B.Sc. degree.
- Relevant professional accreditation in security management, IT Service Management ,operations management, and business management will be strongly considered.

**Your key skills**:

- Technical Knowledge:

- Knowledge of IT systems, networks, software, and hardware commonly used in the industry.
- Familiarity with frameworks like ITIL (Information Technology Infrastructure Library).
- Expertise in diagnosing and resolving IT issues and understanding escalation protocols.
- Proficiency in service