IS Security Service coordinators - EME

21 Oct 2016
02 Dec 2016
Contract Type
Full Time
The ABB Global Business Services - Information Systems organization (GBS IS) is a unique unit providing software development and infrastructure services which support the business processes of ABB across the world. Everyday a team of talented developers, infrastructure experts, project managers, service managers and other specialists works on advanced IT solutions to improve the productivity, efficiency and effectiveness of ABB business operations. ABB is currently making a very significant investment in transforming and further strengthening capabilities in the area of Information Security. We are urgently recruiting talented and passionate individuals with experience of Information Risk Management, Security Operations Centers (SOC), and Security Intelligence. Joining the ABB IS Infosec Organization, you will have the opportunity to work in a fast-paced, international environment, solve complex problems and grow together with the rapidly developing business. We are currently looking for candidates for the position Information Security Service Coordinators to ensure day-to-day delivery for Information Security services: Anti-Malware and Personal Firewall Service; Identity and Access Management Service; Network and Perimeter Security Service and Security Incident Management Service by facilitating internal and external supplier delivery to agreed service levels and customer satisfaction requirements.

As an Information Security Service Coordinators, you will:
• Acts as an SME authority for the Infosec Tower Service and proposes service improvement activities, to ensure both internal and external suppliers delivery of Infosec Tower Services to the ABB business, to agreed service levels and customer satisfaction requirements;
• Ensures performance of Infosec Tower Services by monitoring the execution of the operational service processes (such as incident management, request fulfillment, change management and complaint management) by internal and external suppliers;
• Coordinates, in support of Service IS Supply Integration SMEs, the resolution of major incidents and communicates with all involved participants about the status within Tower Control and Support;
• Initiates trend analyses of incidents, and ensures detection and validation of problem suggestions, with support from relevant Infosec Tower SME(s). Ensures problems are assigned to the correct IS Supply resolver group. Approves any business case associated with a problem resolution. Ensures problem resolutions are approved/rejected by Infosec Tower SME(s), and, as warranted, other Tower SMEs;
• Ensures that internal and external suppliers are maintaining the ABB's CMDB (Configuration Management Database) as per the standards in the knowledge management process;
• Safeguards the execution of agreed operational service processes across different suppliers;
• Initiates improvement actions in cooperation with other IS Tower Service Coordinator(s) and SMEs in the respective timezone and manages the execution of Infosec Tower Service improvement plans;
• Keeps knowledge up to date regarding processes, technology and industry practices in relation to the Infosec Tower Service;
• Ensures knowledge management within an Infosec Tower Service, reviewing and approving knowledge articles on an exceptional basis in support of the knowledge management process;
• Deals with and provides input for any incident, change or project, which has, or might have, a major impact on the Infosec Tower Service delivery;
• Keeps up to date and informed about any change or planned change of the ABB IS Enterprise Architecture and ABB IS Strategy;
• Supports the management and optimization of service delivery processes for Infosec Tower Service;
• Performs assigned activities in the change implementation management, release and deployment management, incident management, service level management (service level reporting, service improvement), user support and problem management processes to ensure delivery of IS Services;
• Adheres to IS process framework and governance model;
• Chairs Operational Status Meeting;
• Participates in Change Control Meeting and Cross Tower Service Coordinator Meetings.

• Graduate level with IT focus or equivalent practical experience;
• At least 4 years business experience in IT/IS;
• At least 2 years business experience in Information Security and management of suppliers and their performance;
• Broad experience in change management and other ITIL domains - especially Service Management;
• Cultural awareness and the ability to work in a complex, multicultural and global team;
• Be a committed team player;
• Proven track record in communications;
• Good English language skills (spoken and written);
• Will be required to periodically work shifts incorporating either an early start or late finish.