Team Leader - Cloud Service Centre

Job Description

Job Description & Position Requirements:

Radware's Cloud Services are the fastest growing business, and we are looking to take our service to the next level in our key markets.

Responsibilities

The Cloud Service Center Technical Support Team is part of Radware's customer services organization. The Cloud Service Center Team Leader will lead a group of technical support engineers working as part of Radware's Global Service Center. Manage, mentor, lead, and coach our APAC based team of cloud technical support engineers, supporting customers across the globe.

• Serve as a technical focal point for your team and liaise with other teams within the Radware Service Center organization to provide a world-class service.
• Prioritize and identify root causes of production issues, coordinating with operations, engineering, and R&D teams to address product and service issues in complex cloud environments.
• Improve monitoring & alerting service quality by studying, evaluating, and re-designing processes.
• Locally leading a growing team and take responsibility on the recruitment, onboarding, and training of new team members.
• Provide risk assessment for incidents & impact, and lead customer escalations as the first technical management point of contact
• Create, implement, enforce, and maintain support team protocols, procedures, training program and knowledge.
• Leading mission critical stressful situations with a proactive and service-oriented approach.
• Manage team's knowledge and training on new features, tools and improve their network, security, and customer facing capabilities.
• Measure, track, and report on KPIs and operational metrics as defined by leadership
• Deliver official security and network related reports to customers and internal leadership team.
• Develop & Maintain close relationships with peer managers from other teams, local field teams, customer success managers, pre & post sales engineers, and technical account managers

Requirements:

• 2+ years technically leading a SOC, NOC, or Technical Support team in a cybersecurity SaaS organization, experience with application & network security in a cloud environment.
• 1+ years people management.
• Strong global leadership skills and experience
• Customer service skills. You have the ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
• Able to handle stressful situations with a proactive and service-oriented approach.

Primary Location

IN-IN-Chennai

Work Locations

Radware Shield Square India, Chennai

Job

Field Support