Operations Manager

**Votre rôle**: **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. - 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. **Votre profil**: **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