Serve as trusted advisor and as a point of escalation for both the customer and other team members in matters that relate to service delivery.
Ensure the technical team is addressing and solving issues in a timely manner to meet defined SLAs.
Training, development and formal review of team members.
Technical leadership of the EMEA/APJ Managed Services team.
Manage the technical teams priorities and workload.
Work with Support and engineering teams to continually evaluate and enhance proactive monitoring and support initiatives.
Inspire respect, trust, and motivate others to perform well. Ensure adherence to established standards and procedures.
Promote customer focus, monitoring customer satisfaction.
Demonstrated ability to hire, develop, and lead a team of professionals
Demonstrated ability to multi-task in fast-paced environment.
Requirements:
Four-year degree in a technology field preferred.
At least 5 years of overall IT/Security experience coupled with a minimum of 3 years of IT/Security related management experience.
Background/familiarity with Web Application FW, Database Activity Monitoring, Cloud, CDN, SIEM and Monitoring systems preferred.
Solid knowledge of TCP/IP, HTTP/S, DNS, SSL
Good understanding of Web Application vulnerabilities and common attack techniques.
Experienced with scripting languages: like python and bash
Professional certification as appropriate.
Soft Skills:
Excellent service-driven, customer-focused skills.
Proven ability to collaborate with and manage cross-functional teams for optimal service delivery to customer.
Exhibits sound and accurate judgment.
Demonstrated ability to work in both a team environment and independently.