ILMM NOC Team Leader

Welcome to the future of cloud networking and security!

Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. It is led by networking and security pioneer Shlomo Kramer (Check Point, Imperva) and early investor (Palo Alto Networks, Exabeam, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $28.5 billion by 2028.

This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform, and is on a fast track to becoming the worldwide market leader – don’t miss it!

We are looking for a customer-focused and intelligent Team Leader of Services Team to join our support team. In this role, you will be leading a team of remote Services Engineers and engaging with our customers during the post sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN, today.

An ideal candidate will have manager skills, a strong understanding of core networking and cloud technologies, switching and internet routing technologies. Applicants should possess a strong knowledge with network analysis and packet capture tools, a strong knowledge of Wireless, Firewalls and Proxies is highly desired. Candidates must also be able to interface with multiple teams from business areas, network engineering and management as a team representative on major incident bridges. Responsibilities will include lead the team that is monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools.

Responsibilities

• Manage a remote team of services engineers for CATO Networks customers worldwide, including setting objectives, monitoring performance, and providing regular feedback.
• Lead and participate in hiring process for new staff
• Act as a point of escalation for complex technical issues and customer service challenges.
• Provide technical guidance and mentorship to team members.
• Implement, improve and monitor the team’s processes to enhance efficiency and customer satisfaction.
• Conducting regular management routines, including updates, training, and performance evaluations to align the team with workflows and procedures
• Own and manage customer issues and see problems through to resolution.
• Act as a customer and the teams advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
• Be a part of building and expanding the Services team in the APJ region.
• Identify opportunities for improvements and lead internal projects and implement the required changes to address those opportunities /gaps.
  
  

• Previous experience as a manager\leader is required at least 2 years
• Previous experience as a Support Engineer (Tier 1– security companies) / NOC – Preferred at least 3 years
• Excellent oral and written communication skills with a passion for working with customers - Must
• Strong computer skills with an emphasis on Networking & TCP/IP
• Familiarity with VPNs, IPSEC, security protocols and standards
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Experience working with Cloud, SaaS technology provider - Advantage
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks
• Ability to work effectively and thrive in a fast-paced environment
• Ability to work with globally dispersed, cross-cultural team
• Team player
• Weekly Commitment is 5 shifts a week – full time.
• Working hours: 9:00 to 18:00
• Participate in Escalation on Call duty to assist with out of hours services management escalations