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Cybersecurity Operations Manager

3 weeks ago

Selayang Municipal Council, Malaysia Fortinet, Inc. Full time

Job Description

The Network Support Specialist Lead will play a crucial role in managing the daily operations of our Advanced Support Engineer team. You will be responsible for overseeing the ASE team's activities, ensuring seamless customer satisfaction and service delivery.

About Fortinet

Fortinet is a leading provider of cybersecurity solutions. We deliver comprehensive threat protection across the expanded attack surface, including network, endpoint, application, cloud, and IoT environments.

Key Responsibilities

  • Manage ASE team operations, including ticket assignments, resource allocation, and SLA monitoring.
  • Collaborate with the Customer Service team to arrange resources for AS customers and call-back assignment.
  • Ensure ASE call queue coverage, availability, and ad-hoc resource arrangements.
  • Develop strategies to enhance customer satisfaction and service delivery.
  • Provide coaching, guidance, and oversight to the ASE team.

Requirements

  • 6-7 years of experience in a technical support role.
  • Proven leadership skills and people management.
  • Previous experience in managing customer-focused teams.
  • Strong troubleshooting and problem-solving skills.
  • Able to multi-task efficiently under time pressure and work with cutting-edge technology.
  • Effective communication and customer handling skills.
  • Strong analytical skills to investigate and resolve customer support tickets.