Network And Security - Team Lead
col-wide
Job Description:
Who We Are
Joleraoffers MSPs & IT solution providers
- generation managed services enabling them to create
- class experiences for their clients. We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed. Our partners receive
- winning solutions built on over 20 years of experience servicing businesses worldwide.
About the role
The
Global Intelligence Response Center Team
Leadrepresentsand supervises theoperations back endof
Joleraandis key to delivering best in class resolutions for our customers and their employees/members.
The role will encompass the followingresponsibilities:
Ensure that allalerts are handled in a timely manner by the
GIRCteam.
Monitorkey performance indicators and perform proactive actions to ensureadequate service level.
Supervise a team ofprofessionals
Ensure all inbound requests are responded to and dealt with as per
Jolerastandards & processes and specificcustomer requirements.
Ensure that SLAs are being met for responsiveness and resolution on tickets.
Confirm all issues and requests are captured via the ticketing system to
Jolerastandards of detail and quality.
Ensure knowledge transfer of multiple systems and processes to enable team to troubleshoot problems.
Ensure active monitoring of all customer systems and services; including heightened responsiveness to issuesidentified.
Ensure that a statistically valid sample size of customer interactions ismonitored, and quality assessed.
Ensure that the team members are provided with regular feedback.
Location: Lagoa, São Miguel Island, Açores
Who You Are
Previousleadershipexperience working in a technology/systems department directly supportingcustomers.
Demonstrated working knowledge of networkingand securitytechnologies, and business applications.
Desirable
Comp
TIASecurity+and
Comp
TIA Network+certifications (or equivalent).
Certification and/or equivalent demonstrated experience with MS solutions stack.
Desiredknowledge innetwork troubleshooting, information security incident handlingand ICT monitoring.
Strong overall communication skills andability to communicate technical concepts and issues to
- technical individuals.
Leadership skills
Availability to work in rotational shifts round the clock (24/7)
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