Track Manager (Support & Operations)

About the role

The Subject Matter Expert in Support & Operations plays a critical role in ensuring timely resolution of escalated incidents while maintaining high-quality standards as per SLAs. This position is pivotal in enhancing customer satisfaction through effective communication, mentoring, and strategic performance analysis.

What you'll do

• Ensure Timely Resolution Of Escalated Incidents By Applying Expertise In Checkpoint And Cisco Asa, Adhering To Agreed Slas And Quality Compliance Standards
• Mentor Team Members And Maintain Effective Documentation, Including The Preparation Of Standard Operating Procedures (Sops) And Knowledge-Sharing Sessions To Enhance…
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Contributing To Capacity Planning Efforts To Optimize Resource Allocation
• Actively Participate In Customer Meetings To Gather Insights On Issues Faced
• Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Performance Metrics And Operational Insights To Key Business…

What you need

• Reporting
• Root cause analysis
• SOP writing
• Documentation
• Problem solving
• Any graduate

Good to have

• CCNA