Technical Project Manager DSOC Arkema

Orange - Rose Hill, VA

Full-time - Mid Level

Rose Hill, VA

Telecommunications

About the position

As a Technical Project Manager for the Security Operations Center (DSOC) at Arkema Orange Business, you will play a pivotal role in leading the Security Operations team to ensure the seamless execution of daily business operations and meet customer requirements. Your leadership, management, and technical expertise will be essential in driving the team's performance and operational excellence. You will be responsible for interpreting and applying decision-making skills based on Business Intelligence tools, which will help you monitor and follow up on key performance indicators (KPIs). Regular audits and analyses will be conducted to identify any variances in established practices and processes, allowing you to set up and track actions and remediation plans to address any gaps identified. In this role, you will capitalize on and share best practices while innovating through the automation of routine tasks. A continuous improvement mindset, inspired by LEAN and Six Sigma methodologies, will be crucial in enforcing adherence to service level agreements (SLAs) and fostering a culture of accountability within the team. You will conduct debriefs and weekly meetings with your team and actively participate in Line of Business (LOB) meetings to ensure alignment and transparency. People management will be a key aspect of your role, where you will implement an individual performance management system based on fair and equal indicators. You will plan rosters and leaves according to business needs, motivate team members to promote cohesion, and recognize their efforts. Upskilling team members to meet current and future operational, technical, and customer requirements will also be part of your responsibilities. Performance management will involve implementing strategies to maintain high levels of customer satisfaction through regular reviews and case audits. You will ensure adherence to company policies and procedures, timely reporting, and the development of new metrics for measuring employee performance. Establishing regular meetings with Global Process Owners and relevant stakeholders will be essential for managing escalations and participating in transverse projects at the MSC level. Your ability to build relationships with both global and local team members will be critical in meeting business requirements.

Responsibilities

• Lead the Security Operations team to ensure smooth daily business operations and customer requirements.
• Interpret and apply decision-making skills based on Business Intelligence tools to monitor KPIs.
• Conduct regular audits and analyses to detect variances in established practices and processes.
• Set up and track actions and remediation plans to address identified gaps.
• Capitalize on and share best practices within the team.
• Innovate through automation of routine tasks and adopt a continuous improvement mindset inspired by LEAN/Six Sigma methodologies.
• Enforce SLA adherence and foster a culture of accountability within the team.
• Conduct debriefs and weekly meetings with the team and participate in LOB meetings.
• Implement an individual performance management system based on fair indicators.
• Plan rosters and leaves according to business needs and urgencies.
• Motivate team members to promote cohesion and transparency.
• Reward and recognize team members' efforts and good work.
• Implement action plans to close performance gaps and ensure upskilling of team members.
• Ensure ongoing high levels of customer satisfaction through regular reviews and case audits.
• Ensure adherence to company policies and procedures and timely reporting.
• Establish regular meetings with Global Process Owners and relevant stakeholders.
• Manage escalations and keep stakeholders informed about actions being taken.
• Participate actively in transverse projects at the MSC level and management meetings.

Requirements

• Degree in Telecommunications, Electronic, Communications, Computer Science, or equivalent experience.
• Master's degree or managerial degree is an advantage.
• ITIL certification with sound knowledge of service operations.
• Minimum of 3 years supervisory/managerial experience of a technical team in a customer service environment.
• Sound knowledge of networking and cybersecurity.
• Proficient in English and French.
• Excellent interpersonal and presentation skills.
• Strong time management, organizational, and planning skills.
• Ability to work under pressure and manage multiple tasks.

Nice-to-haves

• IT security certifications would be an advantage.
• Customer service and telecommunications experience is highly desirable.
• 3-5 years experience in the specified local telecommunications area.

Benefits

• Competitive salary based on experience and qualifications.
• Opportunities for professional development and training.
• Dynamic work environment with a focus on innovation and improvement.