Haissam Mohamed

As a Senior Security Manager in Cyber Defense at Accenture, I work across two key service domains: Security Operations Center (SOC) Enablement and Security Device Management (SDM). My responsibilities span across pre-sales consulting, solution design, delivery leadership, and team management:

• Pre-Sales & Solution Development
  • Lead the technical response to client RFPs, translating requirements into tailored technical and commercial proposals.
  • Define Statements of Work (SOW) and Standard Operating Procedures (SOPs) aligned with customer needs and delivery objectives.
  • Integrate SLAs and RACI matrices into proposals to clearly define responsibilities and performance metrics.
• Service Onboarding & Delivery
  • Drive end-to-end SOC or MSSP onboarding by leading knowledge transfer (KT) sessions, job shadowing, and reverse shadowing phases.
  • Act as a Delivery Lead in launching and stabilizing managed services from scratch, ensuring alignment with defined KPIs and security governance frameworks.
• People Leadership
  • Manage a team of cybersecurity professionals, providing strategic oversight and coaching to ensure continuous delivery excellence and skills development.
• Practice Building & Strategic Expansion (Egypt Focus)
  • Act as a Practice Lead in expanding the Cyber Defense function by building and structuring dedicated teams in Egypt to support global Security Operations and Device Management services.
  • Design and implement an operating model for L1–L3 delivery support, aligning talent acquisition with service demand and technical scope.
  • Work closely with HR, recruiting, and global leads to define job profiles, onboarding paths, and career development plans for new joiners in Egypt.
  • Develop capability roadmaps and training plans to uplift the team's readiness across SOC, network security, and SIEM technologies.
  • Contribute to Egypt’s positioning as a strategic delivery hub within Accenture’s global Cyber Defense network by ensuring quality, scalability, and operational maturity.

• Lead a team of security managers to manage customer's information security
• Initiate projects and enhancements to support the role evolution.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Coached team members in techniques necessary to complete job tasks.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
• Provide a value-added expert service centered around information and cyber security on behalf of contract for critical customers.
• Global ownership of customers' cyber security, and information risk details.
• Ownership of security services lifecycle (define, assess, review, and improve) to meet customer's security objectives.
• Ensure compliance with customer security requirements, orange security policies, and generally with industry best practices.
• Customer relationship management to ensure customers' satisfaction and loyalty.
• Develop and to maintain a security program to manage customer's requirements within contract scope; including identification of customer's security objectives, assessment of existing controls, performing gap analysis, developing necessary measures to cover any gaps, and to continually monitor and to improve the customer security posture.
• Support security managers serving critical customers and to build the necessary best practices.
• Interlock with L2 operations, L3 engineering in the benefit of all critical potential customers.
• Carry out technical vulnerability assessments and drive necessary actions to effectively control identified vulnerabilities.
• Manage and to mitigate emerging threats compromising the customer security.
• Respond rapidly and effectively to security incidents according to incident management processes, and to produce analysis reports with recommendations of remedial actions.
• Adopt a Risk Management approach to drive different action in the security program in liaison with customer's security authorities.
• Participate in internal/external audits security related tests and reviews.
• Produce and to present relevant reports to the customer security authorities and to internal operations management and security governance offices as required.
• Provide SME advice and guidance on the application and operation of all types of information security controls, and to work with operations managers to ensure the highest possible security standards are met and maintained.
• Participate with different operations teams to improve processes, tools, documentation models and methodologies.
• Develop up-selling opportunities to meet new customer's requirements and challenges.
• Keep up to date with emerging security trends, threats, best practices and standards (internal and external), regulations, and security enhancing technologies.
• Manage other activities that may arise through evolution, growth or restructuring.
• Running Policy optimization, Release management and vulnerability assessment reports for our customer

• The role is to provide a value-added expert service centered around information and cyber security on behalf of contract for critical customers
• Global ownership of customers' cyber security, and information risk details
• Ownership of security services lifecycle (define, assess, review, and improve) to meet customer's security objectives
• Ensure compliance with customer security requirements, orange security policies, and generally with industry best practices
• Customer relationship management to ensure customers' satisfaction and loyalty
• Develop and to maintain a security program to manage customer's requirements within contract scope; including identification of customer's security objectives, assessment of existing controls, performing gap analysis, developing necessary measures to cover any gaps, and to continually monitor and to improve the customer security posture
• Support security managers serving critical customers and to build the necessary best practices
• Interlock with L2 operations, L3 engineering in the benefit of all critical potential customers
• Carry out technical vulnerability assessments and drive necessary actions to effectively control identified vulnerabilities
• Manage and to mitigate emerging threats compromising the customer security
• Respond rapidly and effectively to security incidents according to incident management processes, and to produce analysis reports with recommendations of remedial actions
• Adopt a Risk Management approach to drive different action in the security program in liaison with customer's security authorities
• Participate in internal/external audits security related tests and reviews
• Produce and to present relevant reports to the customer security authorities and to internal operations management and security governance offices as required
• Provide SME advice and guidance on the application and operation of all types of information security controls, and to work with operations managers to ensure the highest possible security standards are met and maintained
• Participate with different operations teams to improve processes, tools, documentation models and methodologies
• Develop up-selling opportunities to meet new customer's requirements and challenges.
• Keep up to date with emerging security trends, threats, best practices and standards (internal and external), regulations, and security enhancing technologies.
• Manage other activities that may arise through evolution, growth or restructuring.
• Running Policy optimization, Release management and vulnerability assessment reports for our customer
• Accomplished multiple tasks within established timeframes.
• Developed and maintained relationships with customers and suppliers through account development.

• Lead and mentor security operations teams to help solving customer operational issues
• Manage the migration of the customer data center firewalls from Juniper to Palo Alto
• Help security presales and consultants during new bid projects and customers contract renewal
• Expert vision and transversal on customer architecture perimeter
• Regular delivery of customer's Security reports on managed services: capacity planning, risk assessment, risk analysis, vulnerability management, policy optimization and tuning… (Qualys, Algosec)
• Contribute to the effective overall Security posture from the customer's perspective
• Facilitate the coherence between the customer's Security Policy and Orange Business Services
• Add value to Customer's Managed Services
• Contribute to increase the quality of Services and expectations of the customer
• Perform pro-active actions to harden architectures and reduce operational incidents
• Provide information to the operational teams where needed to help enhance Customer satisfaction
• Write or review security-related documents, such as incident reports, proposals, and tactical or strategic initiatives
• Train subordinate security professionals or other organization members insecurity rules and procedures
• Plan security for special and high-risk events
• Order security-related supplies and equipment as needed
• Coordinate security operations or activities with public law enforcement.
• Attend meetings, professional seminars, or conferences to keep abreast of changes in executive legislative directives or new technologies impacting security operations
• Arrange for or perform executive protection activities.

• Our daily work includes working on several platforms such as Juniper Firewalls (Net screen ,SRX), Juniper SSL, Juniper IDP, Bluecoat proxy, Checkpoint Firewall, Cisco IronPort, Cisco switches, F5 BIGIP, Crypto card
• The responsibilities and daily activities will include but not limited to: Troubleshooting and resolving high complexity customer faults
• Provide next level technical support for Level 1 Specialists
• When resolution is not possible ensuring the fault is passed to the most appropriate group able to resolve
• Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through Orange Change tools
• Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard
• Perform solution releases by authorizing, validating (changes, upgrades, updates, patches, and migrations) and implementing them
• Manage customer (internal and external) calls and provide them with regular updates as per each of the service support processes
• Perform SIPs actions managed by senior engineers and update the action plan of the SIP
• Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
• Supporting, implementing & troubleshooting remote access and LAN to LAN services (Juniper SSL, Nortel IPsec, PPP)
• Administering Arc sight SEIM, Juniper IDP IPS and Network Security Manager
• Administering McAfee Web gateway and Network AV, Trend micro web gateways
• Administering more than 130 Juniper SSL devices
• Administering more than 200 Nortel IPsec VPN boxes
• Administering more than 30 Sun Solaris/Linux Authentication Servers
• Supporting & troubleshooting for Active identity management & Crypto card.

• Support messaging (Exchange servers, Lotus Notes servers, SMTP relays), hosting (Windows and Unix based servers) and security (Firewalls, Proxies, Antivirus, URLF, UTM) equipment to OBS customers
• Provide a professional first point of contact for the Customer
• To accurately log all incidents/inquiries in a timely and effective manner
• Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible
• Ensure cases are allocated to the most appropriate 'next step' a part of the case flow process
• Provide continual updates to the Customer and use internal escalation process when necessary, in order to meet contractual and performance objectives
• To coordinate with all the necessary orange departments or vendors to achieve fault resolution within SLA definitions
• To resolve most of the incidents on all IT Services (SMTP, Web Hosting Server Hosting, Security, Exchange, Lotus Notes, etc.)
• Document all troubleshooting and case management actions via the ticketing systems
• To ensure on time resolution, by escalating to the appropriated experts and management when necessary.

• Prepare workflow charts for individual departments and compile detailed instructions on processes, work methods and quality and safety standards for workers
• Analyze plans, drawings & specifications for safety, quality, accuracy, reliability and contractual requirements
• Prepare plan of sequence of operations and completion dates for each phase of production or processing
• Responsibility for the management and development of the QHSE and competence management systems
• Provide leadership and coaching to facilitate ongoing QHSE awareness focusing on continuous improvement
• Participate in company's activities such as setting QHSE objectives, tender response, developing internal training programs, HSE evaluation of new products and equipment, carry out risk assessments, staff inductions, contractor QHSE evaluation, incident investigation
• QHSE inspections/ audits, HSE meetings
• Interface with and provide various levels of leadership, supervision, data interpretation and QHSE advice to business development, operations personnel, shared services personnel, clients, subcontractors and regulatory agencies
• Produce monthly statistical information on QHSE performance and maintain QHSE records
• From a QHSE perspective, act as a focal point of contact with clients, regulatory bodies and government agencies
• Ensure that equipment/machinery inspections/calibrations are maintained to current standards/certifications
• Undertake internal QHSE compliance audits/tours to ensure compliance with company and industry standards
• Compile, monitor and report accident and incident statistics in order to set targets for continuous improvement.

• Provide Different levels of support to users for all network infrastructure and VOIP services related Issues and requests.
• Perform incident investigation and diagnosis for all incidents related to network and VOIP system.
• Review & perform Changes needed on Cisco call manager & unity connection.
• Ensure that all the facilities of HQ data center and IT rooms are working effectively and met the requirements of our environment.
• Collaborate with 3rd parties to ensure that the preventative maintenance, corrective maintenance and requested tasks are done correctly without Service interruption.
• Manage and operate different communication systems (Satellite & wireless).
• Perform daily backup-system Checks to ensures the backup routine cycle.
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated tracking software
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes, and updates.