Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents, maintaining adherence to SLA standards and quality norms. This position is essential for enhancing customer satisfaction through effective communication and mentorship, while also driving operational excellence within the support team.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Through Efficient Analysis Using Zscaler And Palo Alto Technologies, Adhering To Agreed Slas.
2. Mentor Team Members And Administrators On Best Practices For Zscaler Dlp And Casb Implementations, While Preparing And Maintaining Standard Operating Procedures (Sops) And Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Facilitate Positive Customer Feedback And Satisfaction By Participating In Customer Meetings, Leveraging Zscaler Sse Insights To Address And Resolve Customer Issues Effectively.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Utilizing Data From Zscaler And Palo Alto Systems, And Prepare Comprehensive Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Zscaler, Palo Alto, Zscaler Dlp, Casb, And Zscaler Sse.
2. Strong Analytical Skills For Incident Resolution And Performance Analysis.
3. Excellent Communication And Presentation Skills For Stakeholder Engagement.
4. Proficiency In Mentoring And Training Team Members.

Other Requirements

1. Relevant Certifications Such As Zscaler Certified Cloud Administrator (Zcca) Or Palo Alto Networks Certified Network Security Engineer (Pcnse) Are Optional But Valuable