What are the responsibilities and job description for the Cloud Service Center Team Lead position at Radware?
Radware is a global provider of cybersecurity protection solutions for networks and applications, servicing customers around the globe, and is looking for a Cloud Service Center Team Leader to lead Radware's SaaS WAF, DDoS, and Bot Cloud-based solutions. and act as first response to all Radware products. Provide 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 Israeli 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 cloud 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 a 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 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 - a must
- 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 .
- Excellent understanding of network design (e.g. LAN / WAN, switches / routers, routing protocols such as BGP and OSPF) and protocols (e.g., IPv4, TCP / IP, VPN, IPSec, HTTP, DNS) .
- Data networking experience working on routers, switches, and load balancers
- Experience in network and / or application security focusing on IPS / IDS, WAF, firewalls
- Excellent communication and presentation skills in English. You can clearly communicate goals, processes, and policies. You are confident working with leadership teams and executive decision-makers
- Willing to be on alert during off-work hours as necessary, Work Schedule Monday to Saturday working five days per week including two Saturdays per month
- Excellent time management, multi-tasking, and prioritization skills
- Experience with scripting languages such as Python, Angular, JS, JSON - advantage.
- Bachelor's degree in Information Management, Computer Science, or other related field is preferred for this position.
- Multi-language verbal skills, in addition to English - advantage
- Familiarity with Radware services and products - An advantage
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