Team Lead

4 days ago

Gurgaon Haryana, India Incedo Full time

Company Overview Incedo is a US-based consulting data science and technology services firm with over 3000 people helping clients from our six offices across US Mexico and India We help our clients achieve competitive advantage through end-to-end digital transformation Our uniqueness lies in bringing together strong engineering data science and design capabilities coupled with deep domain understanding We combine services and products to maximize business impact for our clients in telecom Banking Wealth Management product engineering and life science healthcare industries Working at Incedo will provide you an opportunity to work with industry leading client organizations deep technology and domain experts and global teams Incedo University our learning platform provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career A variety of fun activities is also an integral part of our friendly work environment Our flexible career paths allow you to grow into a program manager a technical architect or a domain expert based on your skills and interests Our Mission is to enable our clients to maximize business impact from technology by Harnessing the transformational impact of emerging technologies Bridging the gap between business and technology Role Description Lead and manage a team of L2 L3 Network Security Engineers providing TAC support for WatchGuard s product portfolio Firebox AuthPoint Cloud Wi-Fi Endpoint Security etc - Drive daily operations ensuring SLAs KPIs and customer satisfaction metrics are met or exceeded - Act as an escalation point for complex customer issues and drive them to resolution in coordination with engineering and product teams - Provide technical and operational guidance to team members conduct regular case reviews and ensure case hygiene and documentation standards - Monitor team workload and performance manage shift schedules resource planning and leave management to ensure 24x7 coverage - Conduct regular 1 1s team meetings and performance evaluations - Mentor and coach team members and drive skill development initiatives - Collaborate closely with cross-functional teams including Engineering Product Management and QA for bug follow-ups product feedback and enhancements - Drive knowledge base creation process improvements and automation initiatives to improve support efficiency - Participate in customer calls critical accounts escalations representing TAC with professionalism and technical authority Technical Skills - Strong knowledge of networking protocols TCP IP DHCP DNS VPN NAT Routing Switching - Expertise in Network Security technologies including Firewalls UTM IDS IPS SSL VPN MFA and Endpoint Security Nice-to-have skills Qualifications Bachelor s degree in Computer Science Information Technology or equivalent - 6 years of experience in technical support or TAC roles with 2 years in a leadership supervisory position Company Value We value diversity at Incedo We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status

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