Tech Services Lead

7 days ago

Mumbai, India Sectona Full time
Job Description

About Sectona

Sectona is a Privileged Access Management company that helps enterprises mitigate risk of targeted attacks to privileged accounts spread across data centers and cloud. It provides modern infrastructure access layer for new age workforce to build, confidently access and operate in a faster, more secure technology environment. Sectona delivers a single stack integrated Security Platform which hosts multiple solutions, such as, Privilege Access Management (PAM), Privilege Access Governance (PAG), DevOps Secret Management (DSM) and Endpoint Privilege Management (EPM) for securing dynamic workforce access across on-premises or cloud workloads, endpoints and machine to machine communication.

Sectona works with diverse set of customers from 25+ countries with focus on India, Middle East, Africa, South East Asia, Europe and the UK.

For more information, visit www.sectona.com and follow @sectona1 on Twitter or @Sectona on LinkedIn

 

What you will do for Sectona

The Tech Services Lead is an experienced professional with deep expertise in overcoming the challenges of implementing security technologies in hybrid environments. 

In this role, you will oversee technical support, service delivery, and operational processes for the Sectona Security Platform. Your primary focus will be ensuring seamless post-sales support, customer satisfaction, and optimized operational workflows while collaborating with internal teams to enhance product performance and service quality.

Below is a detailed overview of key responsibilities for leading this function:

1.       Technical Support & Customer Service 

·       Act as a subject matter expertise for providing in depth knowledge on Sectona’s products

·       Lead and manage the technical support team to provide high-quality assistance to customers and partners.

·       Develop and implement support processes, ensuring quick response and resolution times.

·       Incident / Problem Management using Salesforce Service Cloud (Community Plus) Service management tool.

·       Monitor and analyze support tickets, ensuring timely resolution of customer issues. 

·       Establish best practices for troubleshooting, issue escalation, and resolution. 

·       Maintain a knowledge base and FAQs to improve customer self-service options.

 

2.       Operations Management

·       Oversee daily operations, including logistics, client site visit coordination, and service fulfillment. 

·       Optimize operational workflows to enhance efficiency and reduce costs. 

·       Work closely with product and engineering teams to address recurring technical issues. 

·       Ensure compliance with industry regulations, company policies, and security standards. 

 

3.       Service Delivery & Quality Assurance

·       Implement and manage service-level agreements (SLAs) to meet customer expectations. 

·       Develop strategies to improve customer experience and service quality. 

·       Conduct root cause analysis for recurring issues and implement corrective actions. 

·       Collaborate with R&D to refine product designs based on field performance and support data. 

 

4.       Team Leadership & Training

·       Recruit, onboard, and mentor support and operations team members. 

·       Define and implement performance metrics (KPIs) to measure team efficiency and customer satisfaction. 

·       Deliver ongoing training on new products, troubleshooting techniques, and customer service excellence. 

·       Develop structured training programs to enhance team expertise in IAM, PAM, and cybersecurity best practices. 

·       Set clear performance goals and conduct regular evaluations to drive continuous improvement. 

·       Cultivate a customer-centric mindset within the team, promoting accountability and service excellence. 

 

5.       Stakeholder Collaboration & Reporting 

·       Work closely with sales, marketing, and product teams to ensure alignment of support and operations strategies. 

·       Provide regular reports and insights on customer support trends, operational challenges, and improvement plans. 

·       Identify opportunities for automation and process improvements to enhance overall efficiency.



Requirements

1.       Education & Certifications

-          MBA / MCA / M.Tech / M.Sc (CS)

-          ITIL or Six Sigma certification

 

2.       Industry Experience

-          10+ years in technical support, operations management, or a similar role within the security or technology industry. 5 years of team management experience.

-          Experience working in an OEM or security technology company 

-          Hands-on experience in managing teams in large, complex IT environments.

 

 

3.       Technical Expertise

-          Strong knowledge of security products, access management, and identity management solutions 

-          Familiarity with cybersecurity principles and compliance standards (ISO 27001, NIST, GDPR, SOC 2, etc.) 

-          Expertise in Microsoft technologies: Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, IIS etc.

-          Experience with virtual environments, cloud platforms, cloud security, and DevOps 

-          Understanding of security solutions such as SIEM, threat intelligence, and endpoint security 

-          Implementation, operation, and support of PAM solutions 

-          Knowledge of risk management, security policies, user account lifecycle management, and role-based access

 

4.       Tools & Systems

-          Familiarity with CRM, ERP, and ticketing systems (we use Salesforce Service Cloud - Community Plus)

 

5.       Leadership & Problem-Solving

-          Strong decision-making, communication, and leadership abilities 

-          Advanced troubleshooting, escalation management, and customer interface experience   

-           Proven ability to work in high-pressure environments and handle escalations effectively 


--          Excellent team management and cross-functional collaboration skills 

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