Overview
You will be a key member of our Managed Security Services business. Your mission will be to ensure the seamless global delivery of our flagship services, offered by the Cyber Fusion Center. By leading one of the 24/7 delivery teams, you will be involved in operations and in growing the regional MSS strategy and supporting expansion.
The Operations Manager leads a team of Tier 1 and Tier 2 Security Analysts to ensure the first level of delivery for all the Managed Security Services within the defined Service Level Agreements.
This role is the direct escalation path for issues in the CFC that require the immediate attention of senior-level engineers or management. They monitor and ensure we meet the Service Level Agreements (SLA) for our customers.
They monitor and report on the performance of the CFC Operations and identify issues affecting service delivery through a problem-management approach. The Operations Manager is responsible for recruiting, growing and retaining cybersecurity talents.
In addition to possessing technical knowledge, the Operations Manager interacts extensively with MSS staff, customers, partners, and other Kudelski Security departments using polite professional etiquette.
Responsibilities
* Leads a team of Tier 1 and Tier 2 security analysts (~ 15 people).
* Delivers the innovative Kudelski Security Managed Security Services to clients.
* Manages 24x7 shift rotations and overall planning.
* Creates, manages, and reports on performance metrics for MSS Operations activities (SLAs, KPIs).
* Demonstrates leadership in customer service and response for the Operations analysts team.
* Coordinates Customer Support issues across multiple Cyber Fusion Center teams (Tier 1 / Tier 2, Tier 3, Security Device Engineers, Detection Engineers and EMEA CFC teams).
* Escalates widespread customer support issues.
* Ensures customer communication is accurate and maintained.
* Plans, tests, and deploys changes on devices we support for our MSS customers.
* Identifies gaps in MSS’s ability to meet SLAs, and reports tolling, documentation or process issues.
* Manages documentation for operational activities (SOPs, troubleshooting guides) and ensures they are applicable and up to date.
* Mentors and supports the professional growth of the team by maintaining a training plan and on-the-job coaching.
Qualifications & Experience
* Experience & Skills:
o Minimum 3 years of proven experience in a team lead position and/or in a global environment.
o Experience in successfully leading IT or Security services operations teams
o Ability to plan and execute at strategic and operational levels
o Experience in working with clients & industry technology partners
o Excellent analytical thinking and problem-solving skills.
o Strong oral (phone) and written (email) communication skills
o Customer-oriented mindset
o Self-managed and team-oriented
o Deadline and detail-oriented
o Highly motivated
o ITIL knowledge or certification is an asset
o Work experience in a SOC is an asset
o Work experience in 24/7/365 mode is an asset
Education:
* B.S. in Computer Science or equivalent degree
Language:
* French, German is an asset.
Location/Travel:
* This role is in Cheseaux
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