August 16, 2024

Jolera Inc.

FULL TIME

Network and Security - Team Lead

Who We Are 
 
Jolera offers MSPs & IT solution providers next-generation managed services enabling them to create world-class experiences for their clients. We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed. Our partners receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. 
 
About the role 
The Global Intelligence Response Center Team Lead represents and supervises the operations back end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. 
The role will encompass the following responsibilities: 

Ensure that all alerts are handled in a timely manner by the GIRC team. 
Monitor key performance indicators and perform proactive actions to ensure adequate service level. 
Supervise a team of professionals  
Ensure all inbound requests are responded to and dealt with as per Jolera standards & processes and specific customer requirements. 
Ensure that SLAs are being met for responsiveness and resolution on tickets. 
Confirm all issues and requests are captured via the ticketing system to Jolera standards of detail and quality. 
Ensure knowledge transfer of multiple systems and processes to enable team to troubleshoot problems. 
Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified. 
Ensure that a statistically valid sample size of customer interactions is monitored, and quality assessed. 
Ensure that the team members are provided with regular feedback. 
Location: Lagoa, São Miguel Island, Açores

Who You Are  

Previous leadership experience working in a technology/systems department directly supporting customers. 
Demonstrated working knowledge of networking and security technologies, and business applications. 
Desirable Comp TIA Security+ and Comp TIA Network+ certifications (or equivalent). 
Certification and/or equivalent demonstrated experience with MS solutions stack. 
Desired knowledge in network troubleshooting, information security incident handling and ICT monitoring. 
Strong overall communication skills and ability to communicate technical concepts and issues to non-technical individuals. 
Leadership skills 
Availability to work in rotational shifts round the clock (24/7)

Job Type: Full-time