Goal

Coordinates, and oversees the day-to-day activities for the technical services, surveillance, and customer support operations of a large workgroup, while maximizing productivity and minimizing overall operations and support costs.

General Profile

• Supervisesthe dail y act ivities of staff
• Sets priorit ies for the team to ensure task completion; coordinates work activities wi th other supervisors
• Decisions are guided by policies, procedures and business plan;receives guidance and oversights from manager
• Spends some time performing the work supervised
   

Key Responsibilities

Functional Specific Responsibilities

Security Operations Center

• Leads t he design, development and operation of related compliance monitoring and improvement activities to ensure compliance both with internalsecurity policiesetc. and applicable laws and regulati ons
• Leads the response to security incidents such as attacks, misuse, vir us Infestat ion or malicious software
• present on AOC's IT infrastruc t ure.
• Pr ovides guidance to the IT Security Analysts for proper analysis and response action plans for infor mat ion risk events and incidents based on incident type and severity.
• Coordinates the activity and their working schedulefor the IT Security Analysts working in a 24x7x365 shi fts in the opera tio n center
• Oversees both ITSecurity Analysts working in shifts and during normal office hours and assures the alignment and continuity of their monitoring work and investigations
• Presents to management the IT Security Post ure Assessment reports to review the security goals and requirements and provide validation of how well security architecture and designs have been implement ed and how well they are operating.

Customer Care Unit

• Report to senior managers on any issue that could significantly impact the business
• Take overallresponsibility for incident/problem management and request fulfillment on the Service Desk
• Ensure that staffing and skill levels are maintained throughout operational hours.
• Act as an escalation point where critical business challenges occur
• Produce statistics and management reports
• Arrange staff training and awareness sessions
• Secretary of the Change Advisory Board (CAB), responsible for planning. Setting the agenda and populate the system. In addition responsible for sending out any general notification to AOC user community.
• Perform briefings to Service Desk staff on changes or deployments that mayaffect volumes at the Service Desk
• Assist Analysts in providing first line support when workloadsare high, or where additional experience is required.
• Supervise and directs the team responsible for the support of ITSM systems andSharePoint (e.g. AOC Intranet) and various other 3rd party software packages.
• Responsible for Authorization Management for ERP systems and coordination for (external) audits in this area
   

Contacts

Relevant external and internal stakeholders

Requirements

Functional Specific Requirements

Required Competency Levels

Initiative
Addressing Gaps in Work

• Continuously reviews personal (and team) results against desired standards and takes corrective action to ensure success.

Motivating and Energizing Self and Others

• Consistently display an outstanding degree of involvement and engagement which inspires others.

Self-Starting

• Pro ac ti vely takes on additional assignments to stretch own capabilities and contributes to overall team performance levels.

Customer Focus
Identifying and Anticipating Customer Needs

• Takes the extra step to anticipate customers' needs and immediatel y takes action to resolve breaks in service or mist akes to satisfy customers.

Customer Care/Service

• Uncovers customers' hidden needs or issues by asking insightful questions and developing rapport; encourages others to consider the customer's perspective in making decisions.

Following Customer Service Trends

• Stays up to date with best practices and institutes internal standards within department to ensure high customer service qu alit y.

Quality Orientation
Understanding Quality Standards/Knowledge of Standards of Excellence

• Takes personal responsibility for ensuring effective and high quality product and service delivery to internal and external customers.

Applying and Maintaining Quality Standards

• Takes imm ediate action to correct any variations in quality; ensures accuracy and comple t eness of wo rk outputs and helps team members with this as well.

Measuring and Tracking Quality

• Incorporates quality measurement data to direct improvements and changes to products, outputs and services.

Collaboration/Teamwork 
Delivering Information and Assistance

• Offers appropriate assistance and support to colleagues, (direct reports), and superiors wit hin own area of expertise, without waitingto be asked; participates in cross-functional teams.

Rafe Identity and Interpersonal Interactions

• Communicates within andacross teams to break down barriers and achieve team goals; takes on the role of the expert or leader when necessary.

Building/Maintaining Relationships and Fostering Cooperation

• Works collaboratively with allteam members to integrate individual perspectives; provides encouragement and acknowledgement of others' contributions and inputs.

Accountability
Taking Responsibility and Ownership

• Is aware of own responsibilit ies and encourages colleagues to be this aswell, while maintaining a high levelof cooperation.

Driving and Delivering Results

• M easu re s and t ra cks (team) performance against goals and encourages team members to contribu te to achieving the goals.

Managing Expectations and Working Through Setbacks

• Openly manages other's expectations when completion of tasks is not possible or delayed.

Required Competency Levels (cont)

LeadershipCompetencies


Developing People
Helping Others to Assess Skills and Opportunities

• Conducts regular,open discussions with employees about their strengths and development areas, facilit ating the creation of formal development pians.

Creating Developmental Opportunities

• Creates a support ive and safe team environment for people to experiment with and demonstrate new skills and behaviors.

Giving Feedback

• Provides constructive behaviorally-oriented performance feedback to others while maintaining motivation and positive esteem.

Inspiring and Motivating Others
Inspirat ional Communication

• Communicates the link between individuals' contribut ions and team goals to help others appreciate the importanee of their work.

Creating Energy and Commitment

• Creates energy and commitment by connecting people to projects based on interests and abilities.

Maintaining Positive Morale

• Assesses employee morale and commitment; takes action when reports of employee concerns surface.