Your Mission
You will be a key team 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 not only be involved in operations but also in growing the regional MSS strategy and supporting our 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 need the immediate attention of senior-level engineers or management. They are responsible for monitoring and ensuring 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. Moreover, the Operations Manager has the responsibility to recruit, grow and retain 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.
Overall 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 (Tier1 / Tier2, Tier3, 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 (SOP, troubleshooting guides) and ensures they are applicable and up to date.
● Mentors and supports the professional growth of your team by maintaining a training plan and on-the-job coaching.
The ideal candidate will be a demonstrated professional in operational services delivery. They are passionate about cybersecurity and are customer-oriented. They will like the "nuts and bolts" of long-term strategy with an emphasis on building and running a world-class MSS. They must be a self-driven, autonomous, and highly motivated proven technology professional. Based on their solid team lead experience, they will ensure the team is performing well and the motivation of the team members is maintained.
Qualifications & Experience
Experience & Skills:
● Minimum 3 years of proven experience in a team lead position and/or in a global environment.
● Experience in successfully leading IT or Security services operations teams
● Ability to plan and execute at strategic and operational levels
● Experience in working with clients & industry technology partners
● Excellent analytical thinking and problem-solving skills.
● Strong oral (phone) and written (email) communication skills
● Customer-oriented mindset
● Self-managed and team-oriented
● Deadline and detail-oriented
● Highly motivated
● ITIL knowledge or certification is an asset
● Work experience in a SOC is an asset
● Work experience in 24/7/365 mode is an asset
Education:
* B.S. in Computer Science or equivalent degree
Language:
* Fluent in English
* French, German is an asset.
Location/Travel:
* This role is in Cheseaux
Join us and be part of a rapidly growing company with locations in Switzerland, France, Spain and the United States, which leverages its unique history of innovation and engineering with a pragmatic view of client security, to adopt a different approach to cybersecurity and help change the security paradigm. When you join us, you'll be part of an industry leader that has a tremendous impact on how our clients approach Cybersecurity strategy.