Votre rôle

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.e., 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 Lo B.
¿ 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.

Votre profil

Bilingual – English & French written and spoken

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

Le plus de l'offre

OBS Petrópolis:
The benefits of being Orange
Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.
Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Medical plan
• Dental plan
• Life insurance
• Meal allowance
• Transportation allowance
• Bonus plan
• Gympass
• Day care
• Private pension fund
• Birthday gift (day off)
• Give a day, get a day (day off)
• Maternity Leave (6 months + 1.5 year of teleworking)
• Paternity Leave (15 days + 5 months and 15 days of teleworking)
• Orange Employee Solutions (psychological and legal assistance)
• Shiatsu
• Labor gymnastic
• Teleworking Reimbursement
• Flexibility
• Friendly and caring environment
• Global work environment.

Entité

Global Delivery & Operations

Contrat