ILMM NOC Team Leader

We are looking for a customer-focused and intelligent Team Leader of Services Team to join our support team. In this role, you will be leading a team of remote Services Engineers and engaging with our customers during the post sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN, today. 

An ideal candidate will have manager skills, a strong understanding of core networking and cloud technologies, switching and internet routing technologies. Applicants should possess a strong knowledge with network analysis and packet capture tools, a strong knowledge of Wireless, Firewalls and Proxies is highly desired. Candidates must also be able to interface with multiple teams from business areas, network engineering and management as a team representative on major incident bridges. Responsibilities will include lead the team that is monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. 

Responsibilities 

• Manage a remote team of services engineers for CATO Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback. 

• Lead and participate in hiring process for new staff 

• Act as a point of escalation for complex technical issues and customer service challenges. 

• Provide technical guidance and mentorship to team members. 

• Implement, improve and monitor the team’s processes to enhance efficiency and customer satisfaction. 

• Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures 

• Own and manage customer issues and see problems through to resolution. 

• Act as a customer and the teams advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance. 

• Be a part of building and expanding the Services team in the APJ region. 
• Identify opportunities for improvements and lead internal projects and implement the required changes to address those opportunities /gaps.  

Requirements 

• Previous experience as a manager\leader is required at least 2 years 

• Previous experience as a Support Engineer (Tier 1– security companies) / NOC – Preferred at least 3 years 

• Excellent oral and written communication skills with a passion for working with customers - Must 

• Strong computer skills with an emphasis on Networking & TCP/IP  

• Familiarity with VPNs, IPSEC, security protocols and standards 

• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments  

• Experience working with Cloud, SaaS technology provider - Advantage 

• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks 

• Ability to work effectively and thrive in a fast-paced environment 

• Ability to work with globally dispersed, cross-cultural team 

• Team player 

• Weekly Commitment is 5 shifts a week – full time. 

• Working hours: 9:00 to 18:00  

• Participate in Escalation on Call duty to assist with out of hours services management escalations