Position: Escalations Manager
Location: Central London
Salary: c.55-70k + Benefits

CLIENT:
Our client is the first and largest global provider of SaaS Web Security, ensuring a safe and productive Internet environment for organisations. Our client’s solutions keep viruses and spyware off corporate networks and allow organisations to control and secure the use of the Web and instant messaging.

They are winning numerous technology awards, against much larger competitors, due to their unique, cutting edge technology, and have just moved to new offices to continue their expansion.

ROLE:
A World leader in Web Security is looking to strengthen its team with an experienced Escalations Manager. The Escalations Manager will work within the software development team and lead high-level diagnosis of customer problems.

You will be joining the existing team to lead high level technical support and integration of their leading edge security technology. You will need to be able to understand business and customer requirements and effectively translate them into quality solutions.

You may have previous experience in the following types of roles: Customer Support Manager, Software Support Manager, Application Support Manager, Development Manager, Professional Services Manager, Operations Manager, Escalations Manager, Incident Manager, Technical Services Manager, etc

EXPERIENCE:
a) Minimum of 5 years experience within the technology sector.
b) Ability to lead a team of Escalation Engineers.
c) Strong analytical and problem solving skills.
d) The ability to establish and maintain confidence with ownership of issues.

SKILLS:
a) Exceptional customer facing skills and experience.
b) Good understanding of WAN, LAN, TCP/IP, HTTP, SSL, HTTPS, DNS, SNMP; experience with traffic captures.
c) Understanding of HTTP proxy servers is highly desirable; knowledge of WPAD, ICAP, WCCP is a big plus.
d) Good experience with Java / C++ code – the ability to debug code highly desirable.
e) Experience in real-time traffic processing (firewalls, port forwarding, etc.)
Web Services (XML, SOAP).
f) Good experience of network architecture and the leading appliances therein; e.g. ISA Server, Blue Coat Proxy, Cisco equipment.

DESIRABLE:
a) Industry recognised certifications: Microsoft, Java (MCSE / SCJP).
b) Experience with Linux based architecture.
c) Ideally coming from a software development background.
d) Understanding of sockets programming and protocol development.

This vacancy is being advertised by EasyWebRecruitment, the UK’s leading Flat Fee Recruitment Agency. The services advertised by EasyWebRecruitment are those of an employment agency. Ref: EWR

No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.