דרושים Operations Analyst I ב-Rsa ב-Egypt, New Cairo City

Principal Responsibilities:

• Provides front-end non-technical support for RSA Internal and External Customers.
• Follows call/email handling procedures to ensure excellence in customer service.
• Identifies customer requests, creates, research, and updates Technical and Administrative service requests.
• Routes service requests to appropriate product support teams.
• Handles the primary troubleshooting for RSA Customers facing issues on our Community Portal, works on resolving it via various channels, and escalates to the next level team whenever needed.
• Manages own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers.
• Interface with Global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAM, COM, and Sales team.
• Recognizes and initiates the escalation process for systems outages and initiates appropriate tactics to ensure service levels are maintained.
• Liaise with peers to identify opportunities for continuous improvement initiatives and projects.
• Implements Global support escalation procedures as required.
• Performs other duties as required.

Experience & Skills:

• Typically requires 0 to 2 years of related experience in a professional role.
• Basic experience in the IT field.
• Fluency in English.
• Any Second Language is a plus.
• Customer Service skills.
• Eager to learn.
• Ability to work in a high-pressure environment.
• Ability to easily adapt to frequent changes.
• Conflict Management and Negotiations Skills.

Essential Duties

• Identify, analyze, and implement business process improvements to enhance efficiency and productivity across teams.
• Collaborate with stakeholders to propose and implement optimized workflows and solutions.
• Develop, maintain, and enhance PowerBI dashboards and reports, including responding to new reporting requests and proactively suggesting impactful analytics.
• Weekly communication with the global Project Management (PM) team to ensure project data quality, consistency, and overall project health in alignment with PMO standards.
• Oversee and support application management and their integration for key systems such as Salesforce, Oracle NetSuite and SuiteProjects Pro.
• Leverage Microsoft Power Automate to streamline and automate business processes.
• Utilize JIRA and Confluence for effective task management, process documentation, and team collaboration.
• Lead and support internal project management efforts (e.g. tool migrations).

Desired Requirements

• Bachelor's degree in business, or a related field.
• Proven experience with business process improvement and analytics.
• Strong analytical skills with the ability to work with data and draw meaningful conclusions.
• Proficiency in Power BI and Power Automate.
• Familiarity with Salesforce, Oracle NetSuite and SuiteProjects Pro, JIRA, Boomi and Confluence is a plus.
• Excellent communication verbal and written and collaboration skills.
• Experience working in a global, cross-functional environment.
• Detail-oriented and organized with the ability to multitask effectively.
• Problem-solving mindset and the ability to adapt to changing priorities.

Desired Behaviors

• Adaptability: Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes.
• Proactive Action: Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting commitments and striving for high performance.
• Effective Workload Management: Makes timely decisions, prioritizes tasks effectively, solves problems, monitors results, and takes corrective action when necessary.
• Technical Proficiency : Possesses a solid understanding of their role and responsibilities, demonstrating competence in performing tasks and utilizing relevant technical skills.
• Continuous Learning : Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement, actively seeks feedback, and embraces opportunities to learn.
• Effective Communication : Demonstrates strong facilitation and written communication skills. Clearly articulates ideas and proposals, actively listens to colleagues' perspectives, and values diverse viewpoints.
• Collaboration: Shares information, fosters teamwork, and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members.
• Ethical Conduct and Competence : Acts with integrity and intent, displaying ethical character in all actions. Takes accountability for one's own behavior and aligns actions with the company's values and principles.
• Good Citizenship : Represents the values and interests of Outseer. Acts as a positive ambassador for the company and contributes to the overall well-being and success of the organization.

As a , you will be responsible for managing the operational framework of our channel marketing programs, ensuring efficiency, scalability, and data-driven decision-making. You will oversee the administration of Marketing Development Funds (MDF) and Co-op Funds, optimize partner marketing processes, and own the monthly partner newsletter to drive engagement and program awareness.

Key Responsibilities:

• Channel Marketing Operations: Manage and optimize operational workflows for partner marketing programs to ensure efficiency and scalability. This includes communicating with channel partners.
• MDF & Co-op Funds Management: Administer and track Marketing Development Funds (MDF) and Co-op Funds, ensuring proper allocation, utilization, and compliance.
• Partner Portal & Tools: Oversee and optimize partner marketing platforms, PRM (Partner Relationship Management) tools, and automation systems to improve partner engagement.
• Process Optimization: Identify and implement process improvements for fund reimbursement workflows.
• Data & Analytics: Develop dashboards and reports to track MDF/co-op fund performance and partner contributions. And collaborate with Marketing Analytics to track campaign effectiveness and provide actionable insights.
• Partner Communications: Coordinate partner communication including newsletter and operation updates. This includes measuring engagement and effectiveness and leads with insights and performance
• Partner Database: Collaborate with channel teams on maintaining the updated list of active partners.
• Cross-Functional Collaboration: Work closely with internal teams (marketing, sales, finance) to ensure smooth execution of channel marketing initiatives and funding programs.

Experience & Qualifications

• Bachelor’s degree in Marketing, Business, Information Technology, or a related field, or equivalent experience.
• 5+ years of experience in channel marketing operations, MDF/co-op fund management, or partner marketing in a tech environment.
• Expertise in partner funding programs, PRM tools, and CRM systems.
• Proven ability to optimize processes, drive operational efficiency, and scale partner marketing programs.
• Excellent project management skills with the ability to handle multiple initiatives simultaneously.
• Strong communication skills to collaborate effectively with internal and external stakeholders.
• Experience managing newsletter content and partner communication strategies.
• Understanding of channel sales models and partner program structures.
• Experience in B2B SaaS, cloud computing, or enterprise technology is a plus.

For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation and hybrid and cloud solutions; the first ever and only multi-functional, passwordless hardware authenticator; and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team! For more information, go to rsa.com.

IT Infrastructure positions cover design, integration, implementation, modification, and coordination of the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems. Functions include developing functional and technical requirements and specifications; allocating systems resources; managing accounts, documentation, and access to systems and equipment; monitoring the performance, capacity, availability, serviceability, and recoverability of installed systems; implementing security procedures and tools; maintaining systems configuration; managing the installation and integration of system patches, updates, and enhancements; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Responsibilities:

• Azure
  • Integration: Ensuring seamless integration of Azure services with on-premises infrastructure and other cloud services.
  • Performance Monitoring: Monitoring the performance and availability of Azure services using tools like Azure Monitor and Application Insights
  • Cost Management: Optimizing Azure usage to manage costs effectively.
  • Capacity Planning: Planning for future capacity needs and scaling Azure resources accordingly.
  • Vendor Coordination: Collaborating with Microsoft and other vendors to ensure service levels are met and addressing any issues or escalations.
  • Documentation: Maintaining detailed documentation of Azure configurations, processes, and procedures.
• Office 365:
  • Tenant Management: Managing Office 365 tenants, including user accounts, licenses, and service configurations.
  • Security and Compliance: Implementing security measures such as Multi-Factor Authentication (MFA), Data Loss Prevention (DLP), and ensuring compliance with regulatory requirements.
  • Service Management: Overseeing the deployment, configuration, and management of Office 365 services, including Exchange Online, SharePoint Online, and Microsoft Teams.
  • Performance Monitoring: Monitoring the performance and availability of Office 365 services to ensure they meet business needs.
  • User Support: Providing support and troubleshooting for Office 365-related issues, ensuring a high level of user satisfaction.
  • Migration: Managing the migration of data and services to Office 365, ensuring minimal disruption to business operations.
  • Integration: Ensuring seamless integration of Office 365 services with other cloud and on-premises systems.
  • Capacity Planning: Planning for future capacity needs and scaling Office 365 services accordingly.
  • Documentation: Maintaining detailed documentation of Office 365 configurations, processes, and procedures.
  • Diagnose, troubleshoot, and resolve system issues and/or respond to outages.
  • Users Issues: Manage, research, and resolve complex end-user escalation incidents.
  • Systems availability: Maintain reliability of systems and networks by monitoring, running tests, and troubleshooting
  • Systems patching: Test and perform upgrades and patches to installed operating systems and software.

Qualifications:

• Microsoft Azure:
  • implementing, managing, and monitoring an organization’s Azure environment, including:
  • Identity in general and Microsoft Entra ID specific
  • Virtual networks
  • Storage
  • Compute
  • Identity
  • Security
  • Governance

Should be familiar with:

• Operating systems
• Networking
• Servers
• Virtualization
• Active Directory
• DNS

Microsoft O365:

• Microsoft 365 Tenant and Service Management: Planning, managing, and configuring Microsoft 365 tenants and services.
• Microsoft 365 Workloads: Managing and configuring Microsoft 365 workloads, including Exchange, SharePoint, and Teams.

Certificates:

• ITIL
• Microsoft Certified: Azure Administrator Associate
• Microsoft 365 Certified: Administrator Expert

Skills:

• Problem-Solving: Ability to troubleshoot complex IT issues and implement effective solutions.
• Communication: Excellent communication skills to collaborate with various teams and stakeholders.
• Security Awareness: Understanding of cybersecurity principles and practices to protect IT infrastructure.
• Multi-tasking and Risk Management: Demonstrated ability to handle multiple tasks simultaneously while minimizing risks and responding swiftly to ensure global infrastructure availability for all users.
• Cross-functional Collaboration: Proven experience working effectively across various functions within a medium-sized organization.
• Flexible Working Hours: Willingness and ability to work across different time zones to meet the needs of a global team.
• Project Management Skills: the ability to plan, execute, and oversee projects effectively. This includes managing timelines, resources, and budgets, as well as coordinating with cross-functional teams to ensure successful project delivery.

Experience

• 2- 4 years of experience