Regional Team Lead Network & Identity Operation & Engineering

Regional Team Lead Network & Identity Operation & Engineering

Energy at the service of Mexico.

ENGIE is a global energy player, resolutely committed to the energy transition and expert in 3 businesses: electricity, natural gas and energy services. ENGIE employs 155,000 people in more than 70 countries and achieved a turnover of around €70 billion in 2015.

Created in July 2014 and empowered with administrative authority, Global Business Support (GBS) now has employees across multiple countries and entities. Global Business Support is made up Finance - Procurement - Consulting - Real Estate, Human Resources, IT and Legal.

Being the reference operator for ENGIE's support functions and the trusted partner of the Group's operating entities, that is the ambition of GLOBAL BUSINESS SUPPORT in its great development.

PURPOSE OF THE POSITION

We are seeking an experienced and proactive Regional Team Lead to manage our team of ex-perts and First Level Escalation Engineers. This position plays a crucial role in ensuring seamless IT support across various time zones as part of our follow-the-sun model. As a Regional Team Lead, you will oversee the team's performance, provide guidance and support, and ensure effec-tive communication and reporting to stakeholders.

Global Business Support IT Service Line

Network & Cybersecurity division

RESPONSABILITIES AND JOB FUNCTIONS

1. Team Management: Lead and mentor a team of Experts and First Level Escalation Engineers, ensuring high performance and professional development. Conduct regular team meetings, performance reviews, and provide constructive feedback.
2. Incident Management: Supervise the resolution of incident tickets and requests related to:

• Network : WAN / SD-WAN, LAN, Wi-Fi, DNS / DHCP, security (firewall, load balancer), monitoring tooling (Spectrum, Cacti, Syslog,…),
• Identity & Access : OKTA, Active Directory, CyberArk, and Saviynt. Ensure adherence to SLAs and maintain high standards of service.

3. Collaboration: Foster a collaborative environment within the team, with other Local & regional teams, as well as with global teams (NOC, Identity & Access Operations). Ensure smooth handovers and continuity of support across different time zones.
4. Reporting: Prepare and deliver regular reports on team performance, incident resolution times, and other key metrics to internal and external stakeholders. Maintain transparency and accountability.
5. Stakeholder Communication: Serve as the primary point of contact for stakeholders, addressing concerns and ensuring satisfaction with IT support services.
6. Process Improvement: Identify and implement improvements to support processes. Encourage a culture of continuous improvement and innovation within the team.
7. Resource Allocation: Manage team resources effectively to ensure coverage and balance workloads. Coordinate with other regional leads to optimize support across all time zones.
8. Agile Methodology: Lead the team in utilizing a basic Kanban agile method to manage and prioritize workload. Facilitate regular agile meetings and contribute to the agile process.

EDUCATIONAL BACKGROUND

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Proven experience in an IT support role with at least 3 years in a leadership or supervisory position, preferably in a global or multinational organization.
• Certification in relevant technologies (e.g., Cisco, Fortinet, OKTA, Active Directory, Cybe-rArk, Saviynt) is a plus.
• Advanced English

Technical Skills

• CISCO Viptela / Meraki,
• Fortinet,
• Spectrum, Cacti,
• OKTA: Knowledge and experience in managing and troubleshooting OKTA identity management solutions.
• Active Directory: Proficiency in Active Directory administration and troubleshooting.
• CyberArk: Familiarity with CyberArk solutions, including password vaults and privileged access management.
• Saviynt: Understanding of Saviynt identity governance and administration.

Soft Skills

• Leadership: Strong leadership skills with the ability to inspire and motivate a diverse team. Proven experience in managing and developing team members.
• Communication: Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely to various stakeholders.
• Problem-Solving: High analytical and problem solving abilities. Capability to think critically and troubleshoot issues effectively under pressure.
• Customer Focus: Strong customer service orientation. Commitment to understanding and meeting the needs of internal clients.
• Time Management: Efficient time management and multitasking skills. Ability to prioritize tasks and manage workload effectively in a fast-paced environment.
• Adaptability: Flexible and able to adapt to changing circumstances and requirements. Eager to learn and stay updated with new technologies and processes.
• Reporting: Proficiency in preparing detailed and accurate reports. Ability to present data in a clear and meaningful way to stakeholders.

At ENGIE we pursue your feeling free to be what you are. We are commited to equality for opportunities and we value the diversity in each person. When we choose our talent, we focus on the skills and the career path. We do not discriminate based on person's race, disability, religion, gender, sexual orientation, ethnicity, creed, age, or civil status.