Managed Services Team Lead at Mimecast

Key Responsibilities:

• Autonomously analyse events and identify security threats and scams using the Mimecast and 3rd party tools
• Maintain and present to customer regularly scheduled reports
• Maintaining and building up valuable and long-lasting customer relationships
• Handle cases and phone calls as appropriate
• Act as a primary contact for the customer with support questions of for products in the scope of Mimecast managed services
• Monitor Customer features and provide details back to the customer
• Escalation and tracking of issues raised within Mimecast and tracking of feature requests raised with Mimecast Product Development
• Engage with cross functional teams to meet customer needs
• Assist customers with the successful implementation and adoption of Mimecast products including but not restricted to Brand Exploit Protect (BEP) and DMARC Analyser
• Provide exceptional support to Mimecast customers, partners, resellers, and internal staff
• Escalation Management
• Workload Management
• Cover our customers globally between the hours of 6am – 10pm as part of a regular shift pattern

Qualifications
Essential Skills and Experience:

• Experience managing customer facing implementations of 3rd party SaaS and IT services
• Experience with Microsoft, Google Apps or other email platforms
• Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery
• Experience with Microsoft Exchange and Active Directory or other email platforms
• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner
• Detail oriented individual that enjoys working with customers and the challenge of technical troubleshooting
• Experience of working with globally diverse customers advantageous
• Team management experience
• Excellent communication skills, both written and verbal

Qualifications

• Qualification in Information Technology (A+, N+ and MSCA or higher) preferred but not essential
• Cybersecurity experience is a plus but not a requirement
• Knowledge of email authentication techniques as SPF, DKIM and DMARC
• Experience with the general IT administration and support of Microsoft Exchange, Lotus Notes Domino or other e-mail systems