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