SOC Manager - SOC EG

About us

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Job Purpose:

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

Key Responsibilities:

• 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.

About you

Education & Professional Experience:

• 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

Technical Knowledge & Background:

• 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.

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.

• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).

• Professional Development: Training programs and upskilling/re-skilling opportunities.

• Career Growth: Internal growth and mobility opportunities within Orange.

• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.

• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.