An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
About The Job:
- The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents, maintaining adherence to SLA standards and quality norms.
- This position is essential for enhancing customer satisfaction through effective communication and mentorship, while also driving operational excellence within the support team.
Essential Job Functions:
- Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Through Productive Analysis Using Zscaler And Palo Alto Technologies,
Adhering To Agreed Slas.
- Mentor Team Members And Administrators On Best Practices For Zscaler Dlp And Casb Implementations, While Preparing And Maintaining Standard Operating Procedures (Sops) And Documentation For Knowledge Sharing.
- Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
- Facilitate Positive Customer Feedback And Satisfaction By Participating In Customer Meetings, Leveraging Zscaler Sse Insights To Address And Resolve Customer Issues Effectively.
- Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Utilizing Data From Zscaler And Palo Alto Systems, And Prepare Comprehensive Reports For Presentation To Key Business Stakeholders
Qualifications:
- Exp: 9-12 years
Skill Requirements
- In-Depth Knowledge Of Zscaler, Palo Alto, Zscaler Dlp, Ca
📌 SME - Data Loss Prevention,Palo Alto Firewalls (India)
🏢 VARITE
📍 India
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