About the Role
Key Responsibilities
Manage a team of 4-6 TAC engineers: Assign medium-to-high complexity Check Point cases, track progress, ensure SLA compliance, and drive resolutions through oversight and delegation.
Handle team escalations: Coordinate between R&D, QA, and Product teams on defect analysis; monitor trends and facilitate cross-team collaboration for faster fixes.
Mentor and develop staff: Provide guidance on log analysis, traffic debugging, VPN/NAT/routing troubleshooting; conduct performance reviews, training sessions, and career development plans.
Optimize team processes: Standardize configuration recommendations, contribute to knowledge articles, and analyze metrics like case resolution time and customer satisfaction.
Resource and operations management: F...
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