Sr. Specialist Service Excellence Full-time Job

Develop and implement strategies to improve InfoSec service delivery, including incident management, problem resolution, and service request fulfillment.

Work with cross-functional teams to identify areas for improvement and implement solutions to enhance service quality and efficiency.

Establish and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of InfoSec service delivery.

Analyze service metrics and customer feedback to identify trends, root causes of issues, and areas for improvement.

Collaborate with IT and InfoSec teams to develop and implement best practices, standards, and processes to ensure consistent service delivery.

Provide leadership, guidance, and mentorship to junior team members to foster a culture of excellence and continuous improvement.

Serve as a subject matter expert on IT and InfoSec service management frameworks, methodologies, and tools (e.g., ITIL, Agile, ITSM…).

Partner with stakeholders to understand their requirements and expectations and ensure alignment with InfoSec service delivery objectives.

Drive initiatives to automate and streamline IT/InfoSec service delivery processes to increase efficiency and reduce manual effort.

Stay informed about emerging trends, technologies, and best practices in InfoSec service management to recommend and implement innovative solutions.

Experience:

Minimum 5 years of experience in Information Security or IT Operations

Experience in UAE or Middle East is desirable

Minimum of 2 years in an InfoSec or IT Operations team for a large enterprise

Launched in November 2019, the UAEs EDGE is one of the worlds leading advanced technology groups, established to develop agile, bold and disruptive solutions for defence and beyond, and to be a catalyst for change and transformation. It is dedicated to bringing breakthrough innovations, products, and services to market with greater speed and efficiency, to establishing the UAE as a leading global hub for future industries, and to creating clear paths within the sector for the next generation of highly-skilled talent to thrive. With a focus on the adoption of 4IR technologies, EDGE is driving the development of sovereign capabilities for global export and for the preservation of national security, working with front-line operators, international partners, and adopting advanced technologies such as autonomous capabilities, cyber-physical systems, advanced propulsion systems, robotics and smart materials. EDGE converges R&D, emerging technologies, digital transformation, and commercial market innovations with military capabilities to develop disruptive solutions tailored to the specific requirements of its customers. Headquartered in Abu Dhabi, capital of the UAE, EDGE consolidates more than 20 entities into four core clusters: Platforms & Systems, Missiles & Weapons, Electronic Warfare & Cyber Technologies, and Trading & Mission Support.