Enterprise TAC Engineer - Incident & Escalation Lead

Netskope; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cloud security firm in Greater London is seeking a Service Delivery & Supportability Engineer. You will be the primary contact for top-class IT administrators and will work closely with the technical support team. The ideal candidate should have experience in escalation management, a background in IT security, and the ability to mentor junior staff. This role involves collaborating with various departments and managing escalated support issues while contributing to overall process improvements.

Benefits

Catered lunches

Employee recognition events

Social professional groups

Qualifications

• Experience working in an escalation management or similar role.
• Experience with IT security technologies and protocols is a plus.
• Prior experience mentoring, guiding, and managing junior team members.
• Project management experience is necessary.
• Working experience in Linux, Windows, and Mobile environments.

Responsibilities

• Work with a world-class enterprise technical support team.
• Own and drive escalated support issues.
• Collaborate with support managers and other departments.
• Drive weekly technical team calls.
• Provide incident management.
• Author RCA for customer delivery.

Skills

Escalation management

IT security technologies

Mentoring and guiding

Project management

Linux

Windows

Mobile environments

Education

Bachelor’s degree or higher

Job description

A leading cloud security firm in Greater London is seeking a Service Delivery & Supportability Engineer. You will be the primary contact for top-class IT administrators and will work closely with the technical support team. The ideal candidate should have experience in escalation management, a background in IT security, and the ability to mentor junior staff. This role involves collaborating with various departments and managing escalated support issues while contributing to overall process improvements.