Escalation Engineer - Network Security
Illumio
Reading, London
2d ago

What We Are About :

Are you the type of person who enjoys solving technology problems, finding the solution to the missing piece of information and is someone who never gives up?

If so our Illumio support organization is looking for someone like you to join our world class team. We are committed to delivering exceptional support to our ever-

growing install base of global customers spanning the Finance, Legal, and SaaS space. Our Adaptive Segmentation Platform plays a critical role in securing their information, data, and ongoing success so your ability to quickly identify and resolve problems will be key.

We are searching for senior support professionals who can demonstrate an ability to think outside of the box whilst working under pressure.

Daily you will be working with customers, account teams, and our internal software developers to create solutions that address problems encountered in the field.

We can offer you exposure to cutting edge security technology with an exciting company, working alongside like-minded people who enjoy making a difference, sharing their knowledge and experiences, and building something truly great.

What You Will Accomplish :

Work on a team responsible for the systems and processes that support the 24 / 7 global operation of the Support and Services organization.

Be the primary point of contact for customer on-boarding activities and inquiries.

Work on system projects and enhancements to improve employee productivity and customer experience, including project management, gap analysis, business process definition, requirements definition, functional design, solution implementation, system testing, user training, deployment, and documentation.

Provide general systems and processes support to the Support and Services organization, including administration, troubleshooting, and escalation.

Gather and analyze data, create reports and dashboards, identify trends to drive business decisions.

Provide data management support, maintenance, and processes to ensure ongoing data cleanliness.

Understand the organization’s operating model and objectives, and how they translate to efficient and standardized business processes.

Build and maintain relationships with cross-departmental partners to increase collaboration and productivity.

What You Will Bring :

Experience as a business systems analyst working with Support and Services functions such as case management, call management, professional services automation, and education services.

Experience in managing system implementation and process improvement projects.

A drive to solve practical business problems with client-centric solutions.

A high attention to detail.

Strong organizational, problem-solving and systems analysis skills.

Strong written and verbal communication skills.

Experience or a willingness to learn Salesforce.com.

Bachelor’s degree in Information Technology or Business Administration.

Enjoy learning new technologies, applications, and systems.

An enthusiastic self-starter with a commitment to learning, customer empathy, and team communication.

Bonus Points :

Salesforce.com certification

Good understanding of modern programming languages, web services, and databases : Ruby, JavaScript, CSS, Apex, REST API, SQL, etc.

Who We Are :

Illumio, the leader in micro-segmentation, prevents the spread of breaches inside data center and cloud environments. Enterprises such as Morgan Stanley, BNP Paribas, Salesforce, and Oracle NetSuite use Illumio to reduce cyber risk and achieve regulatory compliance.

The Illumio Adaptive Security Platform® uniquely protects critical information with real-time application dependency and vulnerability mapping coupled with micro-

segmentation that works across any data center, public cloud, or hybrid cloud deployment on bare-metal, virtual machines, and containers.

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