Infrastructure Technical Lead Security (VOIS)
- القاهرة
- عقد
- دوام كامل
- Drive Cyber standards compliance
- Posture Management by monitoring and remediating risks (driving)
- Telemetry tools health status (MDE, MDI, Mandiant)
- Threat alerts investigation
- Vulnerability Management and OS patching compliance (MSFT TVM, Qualys)
- SPOC for CSBs
- Risk Management (SRA's)
- Compliance Management on Member Server & DC Hardening standard
- Risk, Security and impact assessments
- Accounts life-cycle
- TØ assets onboarding and offboarding process
- ACLxRAY maintenance and permissions review
- Define and manage secure build process and system compromise recovery
- Improved security controls
- Security Incident Response
- Lead and develop Infrastructure technical operations engineers & service owners
- Manage team day-to-day technical operations
- Handling customer escalations and ensure proper handling to improve customer satisfaction and productivity
- Drive and follow-up service improvement plans through Operational Service Owners
- Manage services backend servers health
- Ensure to meet the Services availability and performance targets
- Adhere to processes and ensure that all ITIL best practices applied
- Follow-up on the daily health checks and operational excellence activities
- Accountable for Handling all incidents & service requests with high quality within SLA
- Clear notification, analysis and follow-up for any high impact issues - IR report
- Escalate and communicate complex issues to vendors and follow-up till resolution
- Keep up to date with technology trends, new products versions and releases
- Knowledge transfer, support and empowerment of the first line of support
- Knowledge transfer, assistance, support and educate new team members
- Responsible for proper operation in terms of configuration, changes, implementation, rollout and preparation for all operated services and all tools
- Follow proper service/product deployment life cycle with proper testing on pre-production environments
- Ensure all changes controlled, tracked and replicated across environments according to processes
- Initiate, drive and follow-up on continual service improvement activities
- Ensure KPIs & SLA compliance to OfficeIT SLA reference model & customer management
- Contribute in developing the service level agreement
- Meet with customers at management and professional level on weekly basis; track complaints, requirements and report
- Build strong healthy relationship with customer avoiding negative feedback on personal and professional levels
- Accountable for providing a high quality ITIL process design and governance for his area and areas around in the same IT department. Develop the best people capability aligned with Vodafone culture
- Customer Service Management: Demonstrate expertise in delivering assistance for customers from foreign country through the use of foreign language and ability to deal with different cultures.
- Handle the establishment of highest standards in customer satisfaction to comply with service level
- IT services Operation & delivery
- Service Support and troubleshooting
- Professional Business communication
- People Management
- Leadership & strategic analysis
- Very Good people management skills to be able to influence and deliver through people in parallel with all technical responsibilities
- Willing to work according to the German calendar in terms of the week ends and the public holidays according to the shift schedule
- Be involved in an on-call schedule to provide 24/7 support if required
- Knowledge in cloud service with all related technology (Microsoft Azure, VMware, ESXi, Vcenter, Vsphere, Server Hardware, Storage, RAID system, Azure & O365 …)
- Understanding and experience dealing with IT Security requirements and related policies.
- People management & personal development
- leadership & organizational skills
- Interpersonal Skills