L3 Security Operations Engineer

votre rôle

Location: Cairo

Team setup: Dedicated Model for 1 Large Customer

Customer Business: a global integrated energy company

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French: Minimum B2 level (spoken) – required for internal coordination and meetings

English: Strong written and spoken skills required – equivalent to B2 or higher

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Team Mission:

To maintain service continuity and operational excellence by providing expert support and technical guidance for cybersecurity technologies protecting the Customer industrial infrastructure and services.

Interlock:

Direct collaboration with L2 Engineers, Team Manager, and peer N3s in France &Cairo.

Technical interaction with Security operations and project deployment teams.

Occasional coordination with the Customer security governance teams.

Roles and Responsibilities:

Provide expert-level troubleshooting for complex and escalated incidents.

Validate and instruct complex changes applied by L2 engineers.

Support infrastructure optimization and performance tuning.

Create and maintain documentation, playbooks, and standard operating procedures.

Act as a technical reference for L2 Engineers – mentor and support their development.

Participate in the planning of system upgrades and migrations.

Collaborate in cross-team knowledge sharing and continuous improvement efforts.

Key Responsibilities:

Customer-Specific Support:

• Provide dedicated L3 support for a single key customer across multiple security technologies.
• Act as the technical escalation point for complex incidents and service-impacting issues specific to this customer.
• Directly engage with the customer’s vendors to ensure fault resolution within defined SLAs.

Release Validation and Vendor Coordination:

• Act as the engineering point of contact for validating new software and firmware releases for the customer’s security devices, ensuring compatibility and production readiness.
• Perform release testing and escalation follow-ups with vendors, ensuring releases meet customer-specific requirements and do not impact critical services.

On-Call Support:

• Provide on-call support during critical incidents, ensuring quick resolution and minimal impact on the customer’s operations.
• Be available for escalations and urgent support requests during off-hours and weekends

Knowledge Sharing and Team Development:

• Act as a technical reference for both the internal team and external stakeholders within the customer’s organization.
• Mentor team members and collaborate with cross-functional teams to facilitate knowledge sharing and training.

Proactive Problem Management:

• Resolve recurring issues by performing root cause analysis and designing corrective action plans.
• Execute Service Improvement Plans (SIPs) and ensure proactive measures are taken to prevent service disruptions.

Escalation Management:

• Lead technical and management escalations to ensure timely resolution of security-related tasks for the customer.
• Keep management informed about critical issues and escalating challenges.

General Responsibilities:

• Perform onboarding of new team members and facilitate smooth integration into the customer’s environment.
• Contribute to the customer handover process, especially for specialized processes or custom security solutions.
• Align day-to-day activities with the team vision and the customer’s operational goals.