Track Manager (Support & Operations)

Job description

The Subject Matter Expert in Support & Operations plays a critical role in ensuring timely resolution of escalated incidents while maintaining high-quality standards as per SLAs. This position is pivotal in enhancing customer satisfaction through effective communication, mentoring, and strategic performance analysis. The SME will leverage advanced technical knowledge in Checkpoint and Cisco ASA to drive operational efficiency and foster positive relationships with key business stakeholders. Key Responsibilities 1. Ensure Timely Resolution Of Escalated Incidents By Applying Expertise In Checkpoint And Cisco Asa, Adhering To Agreed Slas And Quality Compliance Standards. 2. Mentor Team Members And Maintain Effective Documentation, Including The Preparation Of Standard Operating Procedures (Sops) And Knowledge-Sharing Sessions To Enhance Team Capabilities. 3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Contributing To Capacity Planning Efforts To Optimize Resource Allocation. 4. Actively Participate In Customer Meetings To Gather Insights On Issues Faced, Ensuring Positive Customer Feedback And Satisfaction Through Proactive Problem-Solving And Communication. 5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Performance Metrics And Operational Insights To Key Business Stakeholders, Facilitating Informed Decision-Making. Skill Requirements 1. In-Depth Knowledge Of Checkpoint And Cisco Asa For Perimeter Security Solutions. 2. Strong Understanding Of Incident Management Processes And Sla Adherence. 3. Excellent Communication And Presentation Skills To Liaise With Business Stakeholders. 4. Proficiency In Root Cause Analysis And Performance Reporting. 5. Ability To Mentor And Guide Team Members Effectively. Other Requirements 1. Optional But Valuable Certifications: Check Point Certified Security Expert (Ccse), Cisco Certified Network Associate (Ccna) Security Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. 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