TECHNICAL OPERATIONS MANAGER - NSOC

about the role Your main duties will include ensuring the effective delivery of services, managing incidents and problems, optimizing our operational processes, and managing a team of N2 Security Engineers and Technical Lead.
RESPONSIBILITIES ¿    Operations Management to ensure the smooth running of daily operational requirements.
¿    Manage customer escalations.
¿    People Management including motivating team members towards a common goal and planning follow up and evaluation of team members performance objectives.
¿    Performance Management i.
., aligning operations KPIs towards company’s objectives.
¿    Interface Management including customers and internal and external entities and partners.
¿    To act as an operational point of contact on support service for customer/global business owner/SDD/SDM/Partners contacts.
¿    To ensure excellent customer service at all point in time while interfacing with customers/ global business owners.
¿    To ensure excellent quality of service as per SLAs for customer and KPIs for LoB.
¿    To work with team members to provide support and assistance to team members in their daily work.
¿    To plan the roster for N2 engineers.
Overall description.
Key Tasks and Responsibilities.
OPERATIONS MANAGEMENT ¿    Implement KPI to monitor activity.
¿    Implement dashboard to follow-up on KPI’s.
¿    Reporting and analysis of key performance indicators to ensure that SLA and customer expectations are met /Proactively identified and resolved problems that can potentially risk the quality of service.
¿    Ensure process are followed through regular audits and analysis.
¿    Report promptly on escalations and negative trends to management.
¿    Ensure the efficiency of processes and propose continuous service improvements or simplification and automation.
¿    Enforce SLA adherence and culture within the team.
¿    Conduct debriefs and weekly meetings with team and participate in team brief.
¿    Work in collaboration with the L1 Operations Manager both Security and Network to ensure smooth running of operations.
PEOPLE MANAGEMENT ¿    Monitor and analyze team performance, identifying areas for improvement and implementing strategies to optimize service delivery.
¿    Implement an individual performance management system based upon fair and equal indicators.
¿    Plan roster and leaves according to business needs and urgencies.
¿    Motivate team members to promote team cohesion and transparency.
¿    Reward and recognize team member’s efforts and good work.
¿    Recruitment and people performance evaluation and adopt coaching approaches.
¿    Implement action plans to close gap between low and high performers.
¿    Develop team members to ensure skills levels match both current and future operational and customer requirements.
¿    Lead, coach, and mentor level 2 Security, providing guidance and support in their day-to-day activities.
¿    Contribute to People engagement and empowerment programs for employee engagement.
¿    Carry 1-to-1 meeting with subordinates monthly.
Performance Management ¿    Implement required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (case audits) and provide a continuous service improvement.
¿    ensure adherence to company policy procedures & processes.
¿    Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
¿    Implementation of strategies and processes to ensure employee satisfaction.
¿    Conduct employee performance reviews in accordance with company policy.
¿    Deliver weekly/monthly reports on performance management of engineers.
Interface Management ¿    Establish regular meetings with Global Process Owners and relevant stakeholders.
¿    Manage escalations by keeping all stakeholders in the loop regarding actions being carried out.
¿    Participate actively in all transverse projects at MSC level.
¿    Participate regularly and actively in all management and process meetings.
¿    Establish new relationships with global and local team members when business requirements dictate the need.
about you Bilingual – English & French written and spoken IT Proficient.
•    Good Knowledge on TCP/OSI model and protocols.
•    Knows the functioning of network components (Routers, Layer 2 and layer 3 switches, Access.
Points, Next Generation Firewalls, Endpoints, Servers etc).
•    Fast learner •    Understand Complex Architecture both network and security.
•    CCNA desirable.
•    Good knowledge on Operating Systems – Windows and Linux.
•    Good knowledge on security and network technologies (Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, Juniper, VeloCloud, AWS), proxy, reverse proxy, Antivirus, Load balancers, VPN etc.
•    Conversant with MS Office Software Suite.
Word, Excel, Outlook etc.
Knowledge.
•    Knowledge Management Systems.
•    Process and Standards.
•    Support/service Organization.
•    Customer Relationship Management.
Abilities.
•    Good communication skills.
•    Excellent customer facing skills.
•    Good time management, and organizational skills.
•    Teamwork uses a team approach to solve problem when appropriate.
•    A determination to process tasks according to pre-defined processes is essential.
•    Ability to build relationships with peers and management levels and customers.
•    Proactive, self-motivated, and determined attitude.
•    Tenacity.
•    Ability to work under pressure & multi-task.
•    Using a team approach to solve problem when appropriate.
•    Need a willingness to learn and expand knowledge.
Education, Qualifications, and Certifications Minimum degree in IT or Telecommunications ITIL V3 or V4 Foundation optional Very good knowledge of AWS and Google Cloud platform Security Certification.
CCNA, CCNP, CCSA, NSE 4, NSE 5, NSE 6, NSE 7, NSE 8, PCNSE, ZScaler Certification Experience Minimum of 3 years supervisory/managerial experience of a technical team in a customer service environment.
Very knowledge of Networking, Security, and Cybersecurity.
Managerial skills such as people development, team management, motivating team members, team bonding are essential.
Degree in Telecommunications / Electronic / Communications / Computer Science and / or equivalent experience.
Dynamic, flexible and available 24 x7 department Global Delivery & Operations Orange Business 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.