Tech Services Lead
Tech Services Lead
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Job Description
About Sectona
Sectona is a Privileged Access Management company that helps enterprises mitigate risk of targeted attacks to privileged accounts spread across data centers and cloud. It provides modern infrastructure access layer for new age workforce to build confidently access and operate in a faster more secure technology environment. Sectona delivers a single stack integrated Security Platform which hosts multiple solutions such as Privilege Access Management (PAM) Privilege Access Governance (PAG) DevOps Secret Management (DSM) and Endpoint Privilege Management (EPM) for securing dynamic workforce access across onpremises or cloud workloads endpoints and machine to machine communication.
Sectona works with diverse set of customers from 25 countries with focus on India Middle East Africa South East Asia Europe and the UK.
For more information visit and follow @sectona1 on Twitter or @Sectona on LinkedIn
What you will do for Sectona
The Tech Services Lead is an experienced professional with deep expertise in overcoming the challenges of implementing security technologies in hybrid environments.
In this role you will oversee technical support service delivery and operational processes for the Sectona Security Platform. Your primary focus will be ensuring seamless postsales support customer satisfaction and optimized operational workflows while collaborating with internal teams to enhance product performance and service quality.
Below is a detailed overview of key responsibilities for leading this function:
1. Technical Support & Customer Service
Act as a subject matter expertise for providing in depth knowledge on Sectona s products
Lead and manage the technical support team to provide highquality assistance to customers and partners.
Develop and implement support processes ensuring quick response and resolution times.
Incident / Problem Management using Salesforce Service Cloud (Community Plus) Service management tool.
Monitor and analyze support tickets ensuring timely resolution of customer issues.
Establish best practices for troubleshooting issue escalation and resolution.
Maintain a knowledge base and FAQs to improve customer selfservice options.
2. Operations Management
Oversee daily operations including logistics client site visit coordination and service fulfillment.
Optimize operational workflows to enhance efficiency and reduce costs.
Work closely with product and engineering teams to address recurring technical issues.
Ensure compliance with industry regulations company policies and security standards.
3. Service Delivery & Quality Assurance
Implement and manage servicelevel agreements (SLAs) to meet customer expectations.
Develop strategies to improve customer experience and service quality.
Conduct root cause analysis for recurring issues and implement corrective actions.
Collaborate with R&D to refine product designs based on field performance and support data.
4. Team Leadership & Training
Recruit onboard and mentor support and operations team members.
Define and implement performance metrics (KPIs) to measure team efficiency and customer satisfaction.
Deliver ongoing training on new products troubleshooting techniques and customer service excellence.
Develop structured training programs to enhance team expertise in IAM PAM and cybersecurity best practices.
Set clear performance goals and conduct regular evaluations to drive continuous improvement.
Cultivate a customercentric mindset within the team promoting accountability and service excellence.
5. Stakeholder Collaboration & Reporting
Work closely with sales marketing and product teams to ensure alignment of support and operations strategies.
Provide regular reports and insights on customer support trends operational challenges and improvement plans.
Identify opportunities for automation and process improvements to enhance overall efficiency.
Requirements
1. Education & Certifications
MBA / MCA / M.Tech / M.Sc (CS)
ITIL or Six Sigma certification
2. Industry Experience
10 years in technical support operations management or a similar role within the security or technology industry. 5 years of team management experience.
Experience working in an OEM or security technology company
Handson experience in managing teams in large complex IT environments.
3. Technical Expertise
Strong knowledge of security products access management and identity management solutions
Familiarity with cybersecurity principles and compliance standards (ISO 27001 NIST GDPR SOC 2 etc.)
Expertise in Microsoft technologies: Windows Server Windows Workstation Active Directory DNS DHCP Group Policies IIS etc.
Experience with virtual environments cloud platforms cloud security and DevOps
Understanding of security solutions such as SIEM threat intelligence and endpoint security
Implementation operation and support of PAM solutions
Knowledge of risk management security policies user account lifecycle management and rolebased access
4. Tools & Systems
Familiarity with CRM ERP and ticketing systems (we use Salesforce Service Cloud Community Plus)
5. Leadership & ProblemSolving
Strong decisionmaking communication and leadership abilities
Advanced troubleshooting escalation management and customer interface experience
Proven ability to work in highpressure environments and handle escalations effectively
Excellent team management and crossfunctional collaboration skills
Employment Type
Full Time
Key Skills
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