Service Delivery
hace 6 meses
**About Netskope**:
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.
**About the position**:
Netskope’s customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top-class IT administrators. Netskope is looking for an experienced enterprise TAC engineer who is passionate and motivated to make an impact.
**Responsibilities**:
- Work with a world-class enterprise technical support team.
- Own and drive escalated support issues. Work on critical incident response tasks as required.
- Work on general support tickets as required.
- Work closely with support managers, engineering and product management on building/improving processes, procedures and tools.
- Drive weekly technical team calls along with other technical leads.
- Collaborate with various departments and participate in short and long term projects.
- Collaborate with other leads to share knowledge on the new issues observed and cascade this to the rest of the teams and field.
- Assist and mentor frontline support engineers.
- Incident management
- RCA authoring for customer delivery
**Requirements**:
- Must be proficient in spoken English, Spanish and Portuguese.
- Minimum 7+ years of experience in supporting large enterprise customers.
- Strong Networking background and knowledge. Knowledge of TCP/IP, HTTP/HTTPS, Cookies & SSL/TLS protocols
- Excellent knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPN’s, DLP, SSO
- Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable)
- Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
- Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts)
- Hands-on experience in traffic analysis tools like Fiddler, Wireshark.
- System/server-side experience for troubleshooting.
**Desired Qualifications**:
- Experience in WS-Fed & WS-Trust protocols is a plus.
- Prior experience of testing HTTP content rewrite solutions.
- Cloud Technology (Docker, Kubernetes, Opensource technologies).
- Working experience in Linux, Windows and Mobile environments.
- Strong familiarity with one of the scripting languages like Python or Java (Python preferred).
**Additional Skills**:
- Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co-workers.
- Prior experience mentoring, guiding, managing junior team members.
**Education**:
- B.E /B.Tech /M.Tech degree from a recognized and accredited university/college.
LI-AF1
Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to Netskope's Privacy Policy for more details.
-
IT Service Delivery Specialist
hace 2 meses
San José, San José, Costa Rica Emerson A tiempo completoAbout the Role:We are seeking a skilled IT Service Delivery Planning Specialist to join our team at Emerson. As a key member of our Service Delivery management team, you will play a crucial role in supporting the processes to identify, communicate, follow-up, and measure key financial performance indicators.Key Responsibilities:Support the Service Delivery...
-
Service Delivery Expert
hace 2 meses
San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completoJob Summary:This role is responsible for supporting the development, implementation, and governance of product support or solution portfolios throughout their lifecycle. The role ensures alignment with pricing strategies and seamless service delivery.The Service Delivery Manager represents services within product or solution portfolio core teams,...
-
Service Delivery Director
hace 2 semanas
San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completoJob Title: Service Delivery DirectorJob Summary:This role is responsible for supporting the development, implementation, and governance of product support or solution portfolio throughout its lifecycle, ensuring alignment with pricing strategies and seamless service delivery. The role represents services within product or solution portfolio core teams,...
-
Enterprise Service Delivery Director
hace 2 meses
San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completoLead a High-Performance TeamWe are seeking an experienced Enterprise Service Delivery Director to lead our team of system engineers, developers, and project managers in delivering exceptional services for productivity use cases. The ideal candidate will have a proven track record of developing high-performing teams, owning roadmaps, and driving business...
-
Director, Service Delivery
hace 3 semanas
San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completoJob SummaryWe are seeking an experienced Director, Service Delivery to lead and motivate a team to optimum performance levels. The ideal candidate will have a proven track record of delivering coaching and constructive feedback to employees, increasing engagement and improving performance.About the RoleThe Director, Service Delivery will be responsible for...
-
Service Delivery Strategist
hace 2 meses
San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo**Job Summary**At Hewlett Packard, we are seeking a skilled Service Delivery Strategist to develop support strategies for product families and facilitate the implementation of product, service or solution portfolio lifecycle management. This role collaborates with regional and global teams on service planning and execution, fostering cross-functional...
-
Service Delivery Manager
hace 6 horas
San Francisco, Heredia, Costa Rica Bosch Group A tiempo completoAs a Service Delivery Manager at the Bosch Group, you will play a crucial role in ensuring the successful operation of our global business processes. With a strong background in call center management, you will oversee daily tasks and supervise a team to achieve exceptional service level metrics.The ideal candidate will be a reliable and confident leader who...
-
Service Delivery Lead
hace 2 meses
San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completoJob Summary: We are seeking a highly skilled and experienced Service Segment Management professional to lead and develop product support or solution(s) planning over entire lifecycle, ensuring conformance to pricing strategies, end-to-end service delivery, and sales readiness. The ideal candidate will represent services on product or solution core teams,...
-
IT Service Delivery Manager
hace 1 semana
San Francisco, Heredia, Costa Rica Auxis A tiempo completoAbout AuxisAuxis is a dynamic organization that excels in delivering high-quality IT services. As an Auxis team member, you will be part of a collaborative environment where expertise and innovation thrive.Job Title: IT Service Delivery ManagerWe are seeking a skilled and experienced IT Service Delivery Manager to join our team. This key role involves...
-
Customer Service Delivery Expert
hace 6 horas
San José, San José, Costa Rica Nitel A tiempo completoJob SummaryWe are seeking a highly motivated and experienced Customer Service Delivery Expert to join our team at Nitel. This role is ideal for individuals who thrive in fast-paced environments, possess excellent communication skills, and have a strong focus on customer satisfaction.
-
IT Service Delivery Planning
hace 7 meses
San José, Costa Rica Emerson A tiempo completo**PRINCIPAL REQUIREMENTS** - Work with the Service Delivery management team, supporting the processes to identify, communicate, follow-up and measure key financial performance indicators. - Facilitate, plan, and support the following Management Processes: - Service Delivery Team Financial best practises awareness - Team Resource usage, capacity management...
-
IT Service Delivery Analyst
hace 6 días
San José, Costa Rica Emerson A tiempo completoPurpose This is an IT Support position within the LATAM Enterprise IT Team with the following main responsibilities: - Support the IT and Telecommunications Infrastructure for the specified Area/site ensuring the utilization of Hardware, Software and Communication Systems are consistent with the Global IT strategy. - Onsite support, working closely with...
-
Service Delivery Coordinator Ii
hace 7 meses
San José, Costa Rica Nitel A tiempo completo**the position** You drive timely deliverables to customers in accordance with Service Level Agreements (SLAs) while creating excellent customer experiences. You efficiently deliver information and promptly resolve issues, all while prioritizing tasks and maintaining a high level of accuracy. Building robust relationships with both internal and external...
-
IT Service Delivery Manager
hace 1 mes
San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completoAbout the Role:">We are seeking a highly skilled and experienced IT Service Delivery Manager to oversee our helpdesk team, ensuring exceptional service levels are consistently met. In this pivotal role, you will develop strategic initiatives to enhance productivity, streamline processes, and drive business growth.Key Responsibilities:Lead the helpdesk team...
-
IT Service Delivery Manager
hace 2 meses
San José, San José, Costa Rica Damovo A tiempo completoAt Damovo Global Services, we are seeking a seasoned IT Service Delivery Manager to join our global ICT organization. As a Technical Incident Coordinator, you will play a crucial role in ensuring top-notch quality across all activities and meeting associated Service Level Agreements effectively.Key Responsibilities- Assign incidents/service requests within...
-
Service Delivery Coordinator II
hace 2 meses
San José, San José, Costa Rica Nitel A tiempo completo**The Role**You will drive timely deliverables to customers in accordance with Service Level Agreements (SLAs) while creating excellent customer experiences. You will efficiently deliver information and promptly resolve issues, all while prioritizing tasks and maintaining a high level of accuracy. Building robust relationships with both internal and external...
-
Service Delivery Executive
hace 2 semanas
San Francisco, Heredia, Costa Rica Cognizant Technology Solutions A tiempo completoRole OverviewCognizant Technology Solutions seeks a highly skilled Service Delivery Executive to oversee the successful execution of our business operations. This is a full-time position offering a competitive salary range between $90,000 - $120,000 per annum.Job ResponsibilitiesManage and resolve customer escalations and issues in a timely and efficient...
-
Senior IT Service Delivery Manager
hace 1 mes
San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completoRole OverviewWe are seeking an experienced Senior IT Service Delivery Manager to lead our Helpdesk team and ensure the delivery of exceptional customer service. As a key member of our organization, you will be responsible for overseeing the activities of all Helpdesk members, creating and implementing support strategies, and assessing team performance.The...
-
Sr. Associate, Virtual Service Delivery
hace 7 meses
San José, Costa Rica Pfizer A tiempo completoColleague Services Senior Associate Virtual Service Delivery ROLE SUMMARY ROLE RESPONSIBILITIES - Lead the Planning, Production and Technical Support of Virtual Events - Utilize Pfizer’s Web-conferencing platforms to produce Virtual Events with industry leading production software - Process analysis and improvements - Management of operational projects -...
-
Senior Virtual Service Delivery Associate
hace 2 meses
San José, San José, Costa Rica Pfizer A tiempo completo**Virtual Service Delivery Lead**At Pfizer, we're seeking a skilled professional to lead the planning, production, and technical support of virtual events.**Responsibilities**- Utilize industry-leading production software to produce high-quality virtual events- Manage operational projects and contribute to scoping and controlling site vendors project...