Wizlynx Careers

Your Cyber Security Job Opportunity

Job Summary and Mission

This position contributes to the success of wizlynx group by performing the following: 

  • Lead the technical support team and managing the daily operations such as resolving customer issues/feedback, onsite scheduling, staff planning and work allocation
  • Serve as the primary contact point for issue escalation
  • Manage service support requirements and ensure that quality plan, KPIs/SLAs are met
  • Work closely with strategic partners (local and global) to resolve escalation or incidents
  • Draft support SOP and documentation
  • Models and acts in accordance with wizlynx group guiding principles 


Summary of Key Responsibilities 

  • Oversee day-to-day service desk and technical team operation, performance and report on metrics
  • Write all related documentation / update data in online tools (Changes, Validation docs, systems proposals/recommendation, etc.)
  • Monitor escalated tickets/SLA/KPI and produce monthly report to customer
  • Conduct internal and external trainings
  • Communicate with various partners and customers globally
  • Identify technical gaps in the team and ensure they receive proper training
  • Interview candidates and onboard them when hired
  • Communicate with global team and relay them to team members
  • Discuss and take team members feedback/suggestions
  • Participate in offer writing to customer
  • Pro-actively drive service improvement
  • Set KPIs for team members to fulfill their duties
  • Pro-active quality control on all provided services 


Summary of Ideal Experience, Skills, Knowledge, and Abilities

IDEAL EXPERIENCE

  • 4 - 5 years IT work experience in multi-tenant Managed Network/Security Services
  • Technical skills in Network/Security
  • Service Management Team Lead experiences
  • Customer focus and project onboarding to service operation lifecycle


LANGUAGE SKILLS

  • Fluent technical English (speech and writing)
  • Ability to communicate clearly and concisely, both orally and in writing, in local language


SOFT SKILLS

  • Excellent team leadership, team oriented and team player who takes ownership
  • Flexible attitude, reliable, action oriented
  • Customer friendly approach and appearance
  • Willingness to travel
  • Innovative to push new ideas, dynamic and forward looking with clear management principle towards the team
  • Able to work independently, critical thinking and be able to communicate effectively with the support team and customers
  • Enjoys working in global team with different cultures


TECHNICAL SKILLS AND ABILITIES

  • Microsoft OS and Office knowledge
  • Technical document writing
  • Experience in Project Management in IT
  • Knowledge in perimeter firewall infrastructure, client remote access, IPSEC Site2Site 


Summary of Education

University degree required 


Certifications / Training 

ITSM or ITIL certified
LLS LLS


KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS

  • Achieve agreed targets/SLA/KPI in terms of quality, time and cost
  • Lead team members to achieve team/organizational goals
  • Reduce team turnover
  • Improve and retain high customer satisfaction 


POTENTIAL CAREER DEVELOPMENT
Presales or Engagement Manager in Cyber Security


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