IT Network Specialist

Cision


Manager, CX Insights
Cision • India • via Startup Jobs
Full–time
No Degree Mentioned
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Job description
• Responsible for the VoC program/report for the Brandwatch org – ensuring actionable insights, and establishing channels of comms with various stakeholders across the org.
• Responsible for maintenance and development of CX dashboards (SFDC and Gainsight) to inform priorities and improve GRR
• Manage a team member who will support you with day-to-day analytics requests from the CX org and be responsible for the quality and volume of the feedback to the VoC programme.

Qualifications & Competencies

• Minimum of 5 years of professional experience in a related field, ideally in B2B SaaS
• Experienced in stakeholder management and stakeholder communications.
• Experience with data visualisation tools to create reports and dashboards, able to articulate complex concepts in a clear and concise manner
• Effective planning and organizational skills
• Proficient in decision-making, analysis, and problem-solving, with the ability to multitask
• Experience working in a highly collaborative, dynamic, and team-oriented work environment
• High level of general technical understanding
• Understanding of best practice business processes
• Easily adopts to new technology
• Problem solving capabilities, attention to detail, data handling skills
• Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
• Understanding of user experience
• Experience of working with large volumes of data
• Experience training and supporting users
• Knowledge of scripting languages (e.g., SQL) preferred
• Experience with Salesforce preferred
• Proficient in MS Office (primarily Excel)
• Experience in Customer Experience measurement preferred
• Experience with a VoC tool preferred
• Proven ability in driving awareness and understanding of customer experience opportunities - someone who can explain both the ‘what’ is happening and the ‘why’ it is happening.
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Solution SFT


IT Network Specialist
Solution SFT • Montreal, Quebec, Canada • via Jobs By Workable
Full–time
No Degree Mentioned
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Job description
The IT Infrastructure team requires a Network Administrator to monitor and provide initial support on a network connectivity framework.

Staff can be located anywhere for this role. The requirement is to provide support in the APAC time zone by interfacing with and handing off to team members in other time zones.

Our client has implemented a connectivity framework that utilizes Palo Alto Prisma with 6 connection data centers globally (Equinix locations). Palo Alto Next-Gen Firewalls and Panorama form key components of this infrastructure. This framework enables customers to access our client’s AWS infrastructure through this connectivity pathway.

The members of this role will comprise a team that ensures continuous service of this infrastructure and rapid restoration in case of outage.

Tasks:

• Provide initial response to incidents raised by business teams who are actively supporting customers

• Engage in active monitoring of all connectivity infrastructure components, including key areas Palo Alto Prisma, and Equinix virtual machines across multiple data centers

• Co-ordinate active handling of incidents raised, by ensuring a technical bridge is established and bringing any additional specialists and partner technical support into the troubleshooting arena

• Contact partner technical support as needed, raising and escalating tickets as needed in those support systems

• Conduct network technical troubleshooting and executing workarounds or fixes in areas specified for administration in this role. Such areas include: Palo Alto Prisma, Equinix Virtual network infrastructure and Palo Alto Panorama and Firewalls

• Transfer ownership of incident co-ordination back to business teams where the cause is determined to be elsewhere and not part of the connectivity framework. Ensure seamless transition of the incident handling.

• Ensure managed services partner staff are fully onboarded to support and execute tasks as part of this team

• Ensure all tickets are properly managed and closed

• Ensure all reporting of SLA’s, SLO’s are accurate

• Ensure any fixes are properly managed through the implementation

• Ensure any documentation is updated, and post-incident reports are prepared

• Be an active participant in the team, ensuring complete communication of all events to colleagues

• Strong knowledge of AWS cloud networking technologies

• Strong knowledge of Palo Alto technologies

• Strong verbal, written skills

• At least three years experience in the Networking domain

• At least two years in a role that provides first or second-line technical support or incident co-ordination

• Strong troubleshooting skills of LAN, Firewall and cloud networking