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Incedo
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Team Lead

Team Lead

Incedo

6 - 11 years

7 - 11 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

tcp network security ip networking protocols firewall switching nat endpoint security dns performance evaluation mentoring ssl vpn utm routing vpn team leading ids daily operations telecom wealth management dhcp product engineering

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead and manage a team of L2/L3 Network Security Engineers providing TAC support for WatchGuards product portfolio (Firebox, AuthPoint, Cloud, Wi-Fi, Endpoint Security, etc.).
- Drive daily operations, ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded.- Act as an escalation point for complex customer issues and drive them to resolution in coordination with engineering and product teams.- Provide technical and operational guidance to team members, conduct regular case reviews, and ensure case hygiene and documentation standards.- Monitor team workload and performance; manage shift schedules, resource planning, and leave management to ensure 24x7 coverage.- Conduct regular 1:1s, team meetings, and performance evaluations.- Mentor and coach team members, and drive skill development initiatives.- Collaborate closely with cross-functional teams including Engineering, Product Management, and QA for bug follow-ups, product feedback, and enhancements.- Drive knowledge base creation, process improvements, and automation initiatives to improve support efficiency.- Participate in customer calls (critical accounts, escalations), representing TAC with professionalism and technical authority.

Technical Skills

- Strong knowledge of networking protocols (TCP/IP, DHCP, DNS, VPN, NAT, Routing, Switching).- Expertise in Network Security technologies including Firewalls, UTM, IDS/IPS, SSL VPN, MFA, and Endpoint Security

Qualifications

Bachelor's degree in Computer Science, Information Technology, or equivalent.
- 6+ years of experience in technical support or TAC roles, with 2+ years in a leadership/supervisory position.

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