about the role
The role of the SOC Manager is responsible for Leading the SOC Team as a high-performance team of operations engineers and security experts in Egypt site. Reporting to the Head of SOC for that cluster and working closely with GOPS and business colleagues to ensure stability and quality of the delivery of Global SOC services. with full accountability for achieving business and operational objectives ¿
Job Duties:
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. Review Consistently primary KPIs 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 SOC and SD as well as Service Management teams in the different locations. 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.
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. Solid knowledge on any of the following topics ITIL, CISM, Security related Certificates Solid understanding of Orange Business/OCD Security solutions Good understanding on the following technologies such as managed firewalls: Fortinet, Checkpoint and Palo Alto; Ivanti and RAS and Cloud Security and Industrialized Security along with information Security and Security posture management. Excellent knowledge of the Service Operation processes and organization 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
Only your skills matter
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4,21/5 is the candidate experience in France, in the category of companies with over 1,000 employees
