Security Implmentation Team Leader

Job description

about the role

1. Manage problems and ensure they are handled properly according to SCS processes and guidelines.
2. Manage escalations and ensure escalated issues are progressing toward resolution.
3. Manage hiring (CV scanning, interviewing and selection) & enrollment (Seating, Induction, etc.) and departure/replacement (Database cleanup, assets collection, etc.) of employees in & out of the team.
4. Work closely with Team Head on the daily activities.
5. Manage team resources (roster) allocation and availability (attendance and leaves) to ensure operations/projects are covered with enough resources.
6. Help out in managing customer demands to ensure maximum satisfaction, and to maintain quality over quantity.
7. Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery.
8. Act as the backup of the Team Head whenever needed.
9. Develop team training plans, and ensure all team members are receiving the required business, interpersonal skills, technical training, coaching and mentoring.
10. Contribute in company communication with team members and answering employees’ questions when applicable.
11. Constantly monitor, measuring and guide team towards compliance to procedures, performance targets, short and long-term goals and overall KPIs set for the Department and for team individuals.
12. Working closely with team members to identify each member’s strength and assign tasks accordingly based on their technical skills and time schedule to achieve maximum results and delivery.
13. Conduct regular weekly service & team meetings.
14. Remain knowledgeable of current technologies and the new market trends that can be used to achieve maximum results.
15. Lead team members to help them in complex issues, changes, and communication during crisis to advise with better troubleshooting and resolution paths.
16. work on creating and distrbuting shopping lists.
17. attend the kickoff meeting to discuss and understand new projects.
18. work on any other activities provided by team head.

about you

1. Educational background
• University degree (Engineering degree preferred) or B.A/MIS degree.
• Business & management studies (Service/Operation management, project management, process lean management, ITIL Foundation, etc...) are plus.

2. Professional Experience:
• At least 2 years of management experience.
• At least 10 years of IT/Network operation technical experience.
• At least 2 years of practice in an ITIL managed activity.

3. Skills and Qualifications:

• Fluent in both spoken and written English is a must, French is a plus.
• 8 to 10 years total experience of both service management and technical teams operations in a customer service environment.
• Very Good time management, organizational and communication skills.
• Ability to work under pressure to deal with multiple tasks.
• Ability to pay attention to details and meet deadlines.
• Very Good interpersonal, team-build, leadership skills and Presentation skills.
• Proactive, self-motivated and determined attitude.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Having a strong character, can do attitude and possess a quality driven and customer focused mindset.
• Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.
• Able to understand complex Customer infrastructure and good understanding of Services.
• Very good understanding, knowledge and experience in a wide range of network & security solutions and technologies (ex: proxies, IPS, firewalls, SIEM, Cloud solutions, Operating Systems and Servers. Etc.).
• Certification in CISSP, CISM , ITIL and PMP is a plus.

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular