SECURITY OPERATIONS TEAM LEADER

Your MissionYou 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 team, you will not only be involved in operations but also growing the regional MSS strategy and supporting our expansion.The Team Leader 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 identify issues affecting service delivery through problem management approach.Moreover, the Security Team Leader has the responsibility to recruit, grow and retain cyber security talents.In addition to possessing technical knowledge, the Security Team Leader 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, (tuning), 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 tolling, 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 cyber security and is definitively customer oriented. He/she will like 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 & ExperienceExperience & Skills:● Minimum 5 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 assetEducation:B.S. in Computer Science or equivalent degreeLanguage:Fluent in English (B2-C1 level)French, German, Spanish is an asset.Location/Travel: This role is in Madrid, Spain. However, some travels 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.