Security Operations Team Leader - OCD SOC BE

Twoja rola

As the Team Lead for our OCD BE L2 SOC Engineering team, you will play a pivotal role in ensuring the security and stability of our customers’ IT security infrastructure. You will lead a team of skilled engineers responsible for delivering Level 2 support, working on troubleshooting, change implementation, release management, and collaborating with various teams to enhance our service delivery, troubleshooting and expertise and knowledge.

The Team Lead function will represent 50% of your work time. For the remainder of 50% you will fulfill the role of L2 Security Engineer.

Responsibilities and tasks (and their results):

1. Building, structuring, and maintaining a team.

This includes, among others, the following tasks:

a. Ensuring the existing Level 2 expertise is maintained and extended according to the vendor specific requirements, network security best practices and emerging technologies.

b. Ensuring the Level 2 team adheres to the governance and processes set within Orange Cyberdefense.

c. People management activities to ensure continuous follow-up of your team, such as One-to-One, Mid-Year and Yearly Evaluation, coaching and development.

d. Report to your direct management team on the wellbeing of your team, as well as on the performance against set KPIs and targets.

Result: Under your leadership, you will ensure that level 2 engineers can maintain and develop their expertise yet have the flexibility to adopt new technologies or products quickly into the team.

2. Incident Management

This includes, among others, the following tasks:

a. Ensure the L2 engineers are empowered in troubleshooting incident resolution for our customers.

b. Collaborate with the Level 3 Team Lead to contribute to build and document known errors database.

Result: Ensuring the BE SOC Level 2 team has the skills and expertise to support our customers as well as improving on our current documentation together with the Level 3 team.

3. Change Management

This includes, among others, the following tasks:

a. Ensuring the change management processes and procedures defined for our customers are always adhered to.

b. Collaborate with the SOC Coordinator and Change Desk Coordinator for handover of cases

c. Ensure L2 can assist the assessment and implementation of Changes across the customer landscape.

Result: Ensure Changes are implemented in time, according to the customer governance set in place and ensure a smooth transition between teams when handover is required.

4. Problem Management

This includes, among others, the following tasks:

a. Ensure Problems are logged and processed according to the rules of engagement.

b. When required, engage with the Level 3 team to ensure swift resolution of Problems.

Result: Problem Management ensures that we reduce the known errors and lower the volume of Incidents.

5. Vulnerability Management

This includes, among others, the following tasks:

a. Ensure vulnerability management is handled within the set SLA and that analysis is performed in accordance with best practices.

b. Ensure that the Customer CVE incidents are addressed within the set KPIs.

Result: Ensuring our customer environments are secured against vulnerabilities, to avoid Security Incidents.

6. Release Management

This includes, among others, the following tasks:

a. Your team ensures that upgrades and releases are handled in accordance with our contractual obligations for customers, within your time zone.

b. You collaborate with the Level 3 team (where required) to define the upgrade procedure for each upgrade campaign, to ensure flawless execution by the L2 team.

Result: Ensuring we adhere to our contractual obligations in terms of release management, security best practices and customer requirements.

7. Escalation Management

This includes, among others, the following tasks:

a. Acts as a point of contact for escalations related to the service delivery of the BE L2 SOC team.

b. Take the lead in communication towards the customer and/or their representative during escalations to ensure we maintain a good customer relationship.

Result: Ensuring that escalations are handled in accordance with the Customer Operations Guide and SLAs. You collaborate with the Global Service Desk to ensure clear escalation guidelines are set and respected. You ensure that valid escalations are acted upon.

8. Training and Development

This includes, among others, the following tasks:

a. Take responsibility for the training and development of the Level 2 Engineering Team within the Security Operations Center (SOC) in Belgium, ensuring their growth and readiness.

Result: Ensure your team is equipped with the right skills and expertise to support of customers.