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ILMM NOC Team Leader

2 weeks, 4 days ago
Philippines
Full-time
Senior
Operations Manager
Customer and Technical Support
TCP/IP
Apply Now
Cato Networks

Cato Networks

Cato Networks is the world's leading single vendor SASE platform that converges SD WAN, security, global backbone, and remote access into a global cloud-native service. Their robust platform optimizes and secures application access for all users and lo...

Diversified Telecommunication Services
251-1K
Founded 2015
$770M raised
View All Jobs 59

Description

  • 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 the 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 team processes to enhance efficiency and customer satisfaction.
  • Conduct regular management routines, including updates, training, and performance evaluations.
  • Own and manage customer issues through to resolution.
  • Advocate for customers and the team internally while collaborating with product management, engineering, sales, and finance.
  • Help build and expand the Services team in the APJ region.
  • Identify improvement opportunities, lead internal projects, and implement changes to address gaps.
  • Participate in escalation on-call duty to assist with out-of-hours service management escalations.

Requirements

  • At least 2 years of previous experience as a manager or team leader.
  • At least 3 years of previous experience as a Support Engineer in a Tier 1 security company or NOC, preferred.
  • Excellent oral and written communication skills with a strong passion for working with customers.
  • Strong computer skills with an emphasis on networking and TCP/IP.
  • Familiarity with VPNs, IPSEC, security protocols, and standards.
  • Strong understanding of core networking and cloud technologies, including switching and internet routing technologies.
  • Strong knowledge of network analysis and packet capture tools.
  • Strong knowledge of wireless networking, firewalls, and proxies, highly desired.
  • Great troubleshooting ability and comfort working on complex technical problems in real production environments.
  • Experience with cloud or SaaS technology providers, an advantage.
  • Ability to adapt and work efficiently in a rapidly changing, fast-paced environment.
  • Ability to manage multiple simultaneous tasks and work with globally dispersed, cross-cultural teams.
  • Team-player mindset.
  • Availability for a full-time schedule of 5 shifts per week, with working hours from 9:00 to 18:00.

Interested in this position?

Apply directly on the company website

Apply Now

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