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- Lead and mentor the Tier 2 security and SD-WAN team, focusing on intricate data service solutions including Fortinet, VeloCloud, and Meraki technologies.
- Conduct annual and periodic performance evaluations to foster professional growth within the team.
- Provide training and support on ticket resolution processes, communication strategies, and prioritization techniques.
- Organize regular training sessions to maintain and enhance the technical skills of the team, ensuring they achieve and retain necessary industry certifications.
- Ensure adherence to established protocols, policies, and troubleshooting guides to maintain operational excellence.
- Identify gaps in documentation and assign tasks for their completion to improve overall efficiency.
- Monitor open trouble tickets throughout their lifecycle, ensuring timely resolutions and effective communication with all stakeholders.
- Analyze key performance indicators and service level agreements, implementing corrective actions as needed to prevent issues.
- Assist technicians in resolving open tickets, aiming to enhance customer satisfaction and reduce resolution times.
- Identify trends in ticket activity and propose educational initiatives or process improvements to minimize future occurrences.
- Serve as the primary escalation point for complex issues, ensuring a swift resolution and clear communication.
- A minimum of 3 years of supervisory experience in a 24x7 managed service provider or internet service provider environment.
- At least 4 years of experience as a senior technician, adept at resolving security and networking issues.
- A solid understanding of OSI layers and effective troubleshooting techniques.
- Strong mentoring and educational skills to guide less experienced technicians.
- Excellent verbal and written communication skills to provide top-notch support to customers and team members.
- Hands-on experience with various networking and security technologies, including Fortinet, VeloCloud, and Cisco Meraki.
- Experience in optimizing monitoring and ticketing systems to enhance operational efficiency.
- Proficiency in utilizing various tools and logs to improve customer experience and technician performance.
- A proven track record of inspiring and educating team members.
- Medical benefits with optional supplemental services.
- Paid time off and holidays.
- A 401K plan with employer matching.
- Discounts on personal mobile plans.
Advanced Security Operations Supervisor - San José, Costa Rica - AireSpring
Descripción
Job Overview
As an Advanced Security Operations Supervisor, you will play a crucial role in overseeing the daily operations of our security and SD-WAN teams. Your leadership will ensure that our technicians are equipped to handle complex data services effectively.
Key Responsibilities:
Qualifications:
To be successful in this role, you should possess:
Additional Benefits:
AireSpring offers a comprehensive benefits package that includes: