Network and Security - Team Lead

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 CompTIA Security+ and CompTIA 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)