Senior Analyst, Command Center

2 weeks ago

Cairo, Egypt Dell Technologies - RSA Full time

**Senior Analyst, Command Center - SecurID**

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team

**Key Responsibilities**:

- Oversees workflow queues; assist with open case management and SWARM requests, escalations and SLO attainment.
- Monitor case volumes and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g., adjusting and updating schedules on our tools, canceling offline activities).
- Maintain and track accurate records of case assignments based upon case priority, skill set, availability, and individual backlog for multiple products via existing Workforce Management system.
- Monitor, record, and escalate real-time schedule adherence impacts such as absenteeism’s and schedule deviations.
- Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.
- Handles product Managers on Duty - operations duties including Turnover.
- Recognize and initiate escalation process for systems outages and initiate appropriate tactics to ensure service levels are maintained.
- Ensures that issues and recommendations regarding programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.
- Champions recommendations to management for change/improvements and execute on approved proposal(s).
- Collaborate with business owners/leadership on identifying opportunities to further optimize our workforce.
- Facilitates the group to work in a team environment and leverages top technical talent to share/transfer knowledge.

**Skills**:

- Fluency in English is essential
- Sense of Urgency/ Customer handling skills
- Communication & conflict management skills
- Negotiation skills and Interpersonal skills
- Multitasking skills
- Working under stress
- Detail - Oriented

**Experience**:

- Typically requires 2+ years of related experience in a professional role
- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law. _

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