Tech Services Lead

Job Description

Job_Description":" About Sectona Sectona is a Privileged Access Managementcompany that helps enterprises mitigate risk of targeted attacks to privilegedaccounts spread across data centers and cloud. It provides moderninfrastructure access layer for new age workforce to build, confidently accessand operate in a faster, more secure technology environment. Sectona delivers asingle stack integrated Security Platform which hosts multiple solutions, suchas, Privilege Access Management (PAM), Privilege Access Governance (PAG),DevOps Secret Management (DSM) and Endpoint Privilege Management (EPM) forsecuring dynamic workforce access across on-premises or cloud workloads,endpoints and machine to machine communication. Sectona works with diverse set ofcustomers from 25+ countries with focus on India, Middle East, Africa, SouthEast Asia, Europe and the UK. For more information, visit www.sectona.com and follow @sectona1 on Twitter or @Sectona on LinkedIn What you will do for Sectona The Tech Services Lead is an experiencedprofessional with deep expertise in overcoming the challenges of implementingsecurity technologies in hybrid environments. In this role, you will oversee technical support,service delivery, and operational processes for the Sectona SecurityPlatform. Your primary focus will be ensuring seamless post-sales support,customer satisfaction, and optimized operational workflows whilecollaborating with internal teams to enhance product performance and servicequality. Below is a detailed overview of key responsibilitiesfor leading this function: 1. Technical Support CustomerService Act as a subject matter expertise for providing in depth knowledge onSectonaproducts Lead andmanage the technical support team to provide high-quality assistance tocustomers and partners. Develop and implement support processes, ensuringquick response and resolution times. Incident / Problem Management using Salesforce Service Cloud (CommunityPlus) Service management tool. Monitor and analyze support tickets, ensuringtimely resolution of customer issues. Establish best practices for troubleshooting,issue escalation, and resolution. Maintain a knowledge base and FAQs to improvecustomer self-service options. 2. Operations Management Oversee daily operations, includinglogistics, client site visit coordination, and service fulfillment. Optimize operational workflows to enhanceefficiency and reduce costs.