Head of SOC Operations

**Job Purpose**:
Middle management position (Manager of managers) reporting to the Head of Security CoE (Center of Excellence) in Egypt MSC.

As Head of SOC Operations, you will be leading different SOC teams and other support functions across the chain responsible for supporting Managed Security Services for International customers, and you will be fully accountable for the achievement of business and operational targets.
**Key Tasks and Responsibilities**:

- Work closely with the CoE Head and security management team to achieve the center business and operational objectives.
- Oversee managed security services operations across different support layers, and
- Reinforce collaboration with other organizations verticals (security, connectivity, cloud,.) to improve the support process end-to-end.
- Lead initiatives to develop, plan, and implement, programs, policies and workflow changes to maximize services quality, effectiveness and efficiency.
- Ensure best practices are adopted across the organization to provide state of the art service to our customers.
- Build and drive customer-focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer’s satisfaction.
- Take ownership of escalated customer problems. Manage efficient resolution of customer's issues and complaints, and ensure follow-through to conclusion.
- Manage the performance of line managers and subordinates, effectively, by setting clear and measurable objectives for them and provide coaching to achieve their business and operational objectives.
- Support line managers to improve recruitment, resources allocation, performance management, and people development.
- Ensure proper alignment of resources and effective utilization of skill sets for running project portfolio.
- Produce and to present relevant security, performance, and financial reports to internal and to customers’ management and governance authorities as required.
- Develop effective relationships with internal/external key contacts and stakeholders.
- Expand and identify current and new business opportunities by strengthening client relationships.
- To keep up to date with emerging security trends, threats, best practices and standards (internal and external), regulations, and security enhancing technologies.
- Ensure all direct reports adherence to internal policies, processes, and standards.
- Any other duties and responsibilities commensurate with this role.

**about you**:
**Professional Experience**

You are a mature professional with at least 10 years of experience in IT/Telecom, and + 5 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.
- Master degree is strongly preferable.
- Relevant professional accreditation in security management, IT Service Management ,operations management, and business management will be strongly considered.
**Your key skills**:

- Strong leadership and people management skills, with strong coaching skills and a passion for developing and leading high-performance teams.
- Strong customer focus, able to respond quickly and effectively to customers’ issues and opportunities, and able to adapt to a fast changing customer landscape and challenges.
- Sound Decision-making capabilities. Ability to quickly solve the problems, make decisions under pressure and take responsibility for the outcome.
- Strong focus on delivering results, ability to think out of the box and beyond your typical area of responsibility and help to solve problems across departments and business verticals.
- Experience working with virtual and remote team members and stakeholders in large multinational organizations.
- Effective communication skills at all levels.
- Excellent organizational and time management skills.
- Excellent verbal and written English language skills,
- French language is a strong Plus.

**department**:Customer Services & Operations

**contract**:Regular