Technical Support Operations Analyst

Sophos

Makati City, Metro Manila
Permanent
Full-time

19 days ago

About UsSophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos' services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company's cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos' security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos' services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.The main purpose of this role is to ensure that Support cases and calls are distributed to Support engineers according to roster schedules and flag any at risk of exceeding Sophos' Service Level Targets (SLT).This role will cover the whole of Technical Support Operations. The Operations Analyst must be capable in understanding case details and identifying corresponding actions pertaining to case distribution.Reporting to the Director of Technical Support, the Operations Analyst will work closely with Support Managers to ensure even distribution and follow-up on any cases approaching SLT limits.There is an additional expectation to pick up calls on the queue if required, gather details and translate it to a case for assignment. To effectively conduct the role, the Operations Analyst will apply a good understanding of Sophos Products which will be provided in a form of training.What your will do

Gatekeeper of the Global Support case queues, including Transfers and Escalations Queues and performs assignment of cases to appropriate support engineers, based on product skillset and priority.
Perform initial verification of Case Severity and update case details prior to case assignment, flagging cases of Critical severity to Support management.
Monitor Support case and phone SLT dashboard and flag cases/calls that are approaching SLT to Support management.
When required, pick the inbound calls, gather necessary customer information about the caller and process it through the case management system.
Adopt Sophos Support Services best practices and flag to Support management any instances noted where best practices have not been followed.
Actively participate in team and departmental discussion by contributing feedback on current day to day activity and recommendations for improvement.
Actively contribute to the development of new or changed processes and procedures.
Partnering closely with peers, building co-operation and co-ordination of teams and functions to ensure a customer-focused view is always taken.
Works closely with the Technical Support Engineers and Support Managers.
Reports to Technical Support Director.

What you will bring

Completes routine tasks that are generally repetitive in nature.
Must have a good understanding of the internal processes which will serve as a guide on the day-to-day tasks.
eep familiarity with Sophos definitions of Severity (Critical, High, Medium, Low) and ability to take action appropriate to each Severity level.
Familiarity with Support engineer skill matrix for fast and accurate case assignment to engineers with appropriate skills.
Follow defined procedures in straightforward situations to resolve routine issues in own work area.
Escalates issues which are not routine.
Receives detailed instructions on all work assignments.
Communicates and exchanges procedural information with immediate colleagues and/or internal customers.
Applies clear verbal communications skills and common courtesy.

Ready to Join Us?At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back - we encourage you to apply.What's Great About Sophos?· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.· Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit· Employee-led diversity and inclusion networks that build community and provide education and advocacy· Annual charity and fundraising initiatives and volunteer days for employees to support local communities· Global employee sustainability initiatives to reduce our environmental footprint· Global fitness and trivia competitions to keep our bodies and minds sharp· Global wellbeing days for employees to relax and recharge· Monthly wellbeing webinars and training to support employee health and wellbeingOur Commitment To YouWe're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.Data ProtectionIf you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos' data protection practices, please contact dataprotection@sophos.com.

Sophos

Apply Now