Manager Service Operations

Overview:
As
**Security Operations Manager**, you will assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first-class support activities Reporting to the Director Service Operations, you will be a part of the Service Operations team responsible to manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

You will work within the Security Operation Center to ensure that the team is able to act upon security threats across a complex and disperse IT estate.

**The world is changing. Are you ready to define with future of travel with us?**

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**What you will do**
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations.
- Reporting and escalating all observed problems to proper SITA operational escalation points.
- Report on the monthly performance of the team and provide feedback to the relevant management teams.
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.
- Manage the first line responsibility and budgets for the different teams under Service Operations including Quality of service provided and Escalations.
- Perform Change Management Configurations Design and Implementation of the supported Product & Systems
- Manage staff and ensure adequate training and development is provided to them and carry out regular reviews and input into performance appraisal process.
- Identify knowledge and documentation gaps and ensure there is a process to get up-to-date information through a knowledge repository
- When/where required be contactable for escalations and support on and on-call standby basis.
- Mentor of SOC L1 and L2 security engineers
- Drive security incidents in line with the incident response process
- Evaluate and recommend new security practices and solutions.
- Provide security advice and promoting security awareness to other IT teams and clients.
- Identify improvement areas in processes and/or tools to ensure highest level of quality
- Produce security incidents reports and recommendations.

Qualifications:
**Who you are**
- Significant experience (min of 5 years) of working as a manager in a mature SOC organization.
- Experience in using SIEM technologies, endpoint protection response, IDS and other security technologies.
- High level of analytical and problem-solving skills.
- Technical expertise in multiple security technologies would be an advantage including security incident handling experience.
- Good knowledge of threat intelligence data, IoC, threat actors, kill chain, etc.
- Having experience in the penetration testing/ethical hacking field is a plus.
- Functional skills with regex, IDS signature, SPL and SQL is a plus.
- Skills in network analysis, sandboxing, malware reversing or forensic is an asset.
- Strong knowledge of vulnerabilities, CVE, 0day and their potential impacts.
- Keeping aware and continually informed of the worldwide security landscape: new threats, actors, du jour attack, as well as the new security technologies and products.
- Ability to comprehend the priority on enabling the business, while working on security incidents mitigation/containment and possible impacts on the production environment.
- Strong customer/client focus, interact with a variety of stakeholders in a well-mannered, positive, and professional way, and building long-term relationships.
- Strong written/verbal communication skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience with IT compliance assessments (ISO 27000 etc.).
- Certified Information Systems Auditor (**good to have**)
- ** Must have** any of the following certifications: Global Information Assurance Certifications (GIAC) e.g. Certified Incident Handler (GCIH), Certified Intrusion Analyst (GCIA), Certified Enterprise Defender (GCED) or other relevant GIAC certifications.

**What we offer**

SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with