Technical Operations Manager

**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 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.
**Votre profil**:
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.
- Excellen

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