Head of Security Support - SOC EG

Head of Security Support - SOC EG

ref :579349 | 19 Mar 2024
apply before : 17 Jun 2024
CityStars, Cairo, Égypte - Egypt

about the role

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

Only your skills matter

Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees