With more than 1900 employees worldwide, 24 locations around the world and 3 business units, the Kudelski Group offers endless opportunities for people to start new journeys, grow and succeed.
SHAPE THE FUTURE WITH US!
Leveraging its long-standing expertise in securing digital content as well as fighting piracy, Kudelski Security, a division of the Kudelski Group, is a provider of cybersecurity solutions and services focused on protecting data, processes and systems for companies and organizations around the world, safeguarding their assets at a time of increasingly remote communications.
Senior Security Operations Manager.
Location: Madrid, Spain
Your Mission
You will be a key team member of our Managed Security Services Business. Your mission will be to ensure a seamless, global delivery of our flagship services offered by the Cyber Fusion Center. By leading one of the 24x7 delivery teams, you will not only be involved in operations but also growing the regional MSS strategy and supporting our expansion.
The Manager leads a team of Tier1 and Tier2 Security Analysts to ensure the first level of delivery for all the Managed Security Services within the defined Service Level Agreements.
This role is the direct escalation path for issues in the CFC that need the immediate attention of senior-level engineers or management. He/she is responsible for monitoring and ensuring we meet the Service Level Agreements (SLA) for our customers.
He/she monitors and reports on the performance of the CFC Operations and identifies issues affecting service delivery through a problem management approach.
Moreover, the MSS Operations Manager has the responsibility to recruit, grow, and retain cybersecurity talents.
In addition to possessing technical knowledge, the MSS Operations Manager interacts extensively with MSS staff, customers, partners, and other Kudelski Security departments using polite professional etiquette.
Overall Responsibilities:
* Leads a team of Tier1 and Tier2 security analysts (~ 10 people).
* Delivers the innovative Kudelski Security Managed Security Services to clients.
* Manages 24x7 shift rotations and overall planning.
* Creates, manages, and reports on performance metrics for MSS Operations activities (SLAs, KPIs).
* Demonstrates leadership in Customer Service and Response for Operations analysts team.
* Coordinates Customer Support Issues across multiple Cyber Fusion Center teams (Tier1 / Tier2, Tier3, Security Device Engineers, Detection engineers, and EMEA CFC teams).
* Escalates widespread customer support issues.
* Ensures customer communication is accurate and maintained.
* Plans, tests, and deploys changes on devices we support for our MSS customers.
* Identifies gaps in MSS’s ability to meet SLAs, and reports tooling, documentation, or process issues.
* Manages documentation for operational activities (SOP, troubleshooting guides) and ensures they are applicable and up to date.
* Mentors and supports professional growth of your team by maintaining a training plan and on-the-job coaching.
The ideal candidate will be a demonstrated professional in operational services delivery. He/she is passionate about cybersecurity and is customer-oriented. He/she will enjoy the “nuts and bolts” of long-term strategy with an emphasis on building and running a world-class MSS. He/she must be a self-driven, autonomous, and highly motivated proven technology professional. Based on his/her solid team lead experience, he/she will ensure the team is performing well and the motivation of the team members is ensured.
Qualifications & Experience
* Minimum 3 years of proven experience in a team lead position.
* Experience in leading successful managed or IT or Security services operations teams.
* Ability to plan and execute at strategic and operational levels.
* Experience in working with clients & industry technology partners.
* Excellent analytical thinking and problem-solving skills.
* Strong oral (phone) and written (email) communication skills.
* Customer-oriented mindset.
* Self-managed and team-oriented.
* Deadline and detail-oriented.
* Highly motivated.
* ITIL knowledge or certification is an asset.
* Work experience in a SOC is an asset.
* Work experience in 24/7/365 mode is an asset.
Education:
* S. in Computer Science or equivalent degree.
Language:
* French, German, Spanish is an asset.
Location/Travel:
* This role is in Madrid, Spain. However, some travel to Switzerland might be required.
Join us and be part of a rapidly growing company with locations in Switzerland, France, Spain, and the United States and who leverages their unique history of innovation and engineering with a pragmatic view of client security, to adopt a different approach to cybersecurity and help change the security paradigm. When you join us, you'll be part of an industry leader that has a tremendous impact on how our clients approach Cybersecurity strategy.
If you love the challenge as much as the rewards and are ready to take your career to the next level, apply today.
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