Job Description

Xalient specializes in the convergence and holistic management of identity, cybersecurity, and networking to deliver secure connectivity within a zero-trust framework. Offering world-class Identity solutions and services including IGA, PAM, customer identity, access enforcement and IAM solutions, Xalient also delivers transformative software-defined networking, cybersecurity technologies and managed services. Established nine years ago to challenge traditional secure networking markets, Xalient has earned recognition as an award-winning global IT consulting and managed services provider. Headquartered in the UK, with additional offices in the USA and across Europe, Xalient boasts a client roster including industry leaders such as Kellogg\xe2\x80\x99s, Avis Budget Group, WPP, and Keurig Dr Pepper. Innovation drives Xalient\'s approach, exemplified by MARTINA, an AIOps tool designed to provide visibility and predictive monitoring, now empowering enterprises worldwide. Xalient helps make the world\xe2\x80\x99s largest brands more secure, resilient, adaptable, and responsive to change. *Xalient was named among Europe\xe2\x80\x99s Fastest Growing Companies in 2024 by Financial Times and Statista for the third consecutive year.About the Role:Reporting to Xalient\xe2\x80\x99s Cloud Security - Zscaler Team Lead, this position focuses on providing Incident, Problem, and Change Management support for Xalient customers and internal teams. This role offers the flexibility of working from home on a shift pattern and participating in on-call support as needed.What You\xe2\x80\x99ll Be Doing:

• Handling customer incidents related to their Zscaler services (ZIA, ZPA, ZDX, and other relevant offerings)
• Resolving faults in-depth while working directly with end users to improve the Zscaler experience
• Performing ITIL-aligned Service Desk activities, including:

• Incident call handling and diagnostics
• Incident management and resolution
• Serving as a resource during Major Incidents
• Managing communications between customers and internal/external parties
• Proactively updating and monitoring IT systems to ensure documentation is up-to-date
• Participating in Change Control and Management
• Adhering to and improving support processes when necessary
• Contributing to the development of ITSM systems
• Participating in the shift and call-out rotas
• Managing third-party escalations and liaising with Zscaler
• Configuring solutions via change management
• Ensuring compliance with Information Security Management Systems and adhering to Xalient\xe2\x80\x99s Information Security Policies

What You\xe2\x80\x99ll Need:

• Strong troubleshooting skills with high attention to detail
• Experience with Zscaler technologies
• Working knowledge of networking (WAN/LAN) and security technologies (experience analyzing pcap files is a plus)
• Excellent telephone manner and customer liaison skills
• Ability to work independently and on your own initiative
• Minimum 3-5 years of prior experience supporting Zscaler or similar cloud security products
• Excellent record-keeping and time management skills

Qualifications:

• ZIA, ZPA, and ZDX admin and professional certifications
• ITIL certification is an advantage

Competencies:

• Initiative: Taking action to move things forward without prompting or escalation
• Achievement Orientation: Performing to the highest standard and exceeding expectations
• Customer Orientation: Recognizing and cooperating fully with both internal and external customers to achieve objectives
• Analysis: Gathering relevant information and generating effective solutions based on cause-and-effect reasoning
• Adaptability: Maintaining effectiveness and responding quickly to changes in a dynamic environment
• Organizing Work: Managing time efficiently and coordinating multiple activities to meet goals
• Professional Expertise: Continuously developing and sharing professional knowledge with others

Equal Opportunities StatementWe are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Xalient