Regional Support Manager

About Quick Heal Quick Heal is one of the leading IT security solutions company with a global presence in 38 cities in India and 40 countries across globe. Each Quick Heal product is designed to simplify IT security management across the length and depth of devices and on multiple platforms. They are customized to suit consumers, small businesses, Government establishments and corporate houses. Seqrite is the enterprise arm of India's leading and only listed cybersecurity products company – What sets Seqrite apart is our state-of-the-art Zero Trust technology, primed and ready to take on the market. We believe in a security paradigm where trust is never assumed, but rather consistently verified. Our Zero Trust solutions suite enables organizations to secure their endpoints , data, networks, and users across geographies , providing a robust defense against modern cyber threats. Seqrite is also powered by state-of-the-art Seqrite Labs that continuously mines Threat Research, Real-time Detection, and Threat Intelligence. In the recent successful project of our nation " Chandrayaan 3", Seqrite solutions have played an important role in securing the command & control center of ISRO from Cyber Threats. Seqrite has a dedicated Services wing. This division specialises in delivering comprehensive cybersecurity consulting services to a diverse clientele that includes Corporates, PSUs, Government, and Law Enforcement Agencies. Seqrite has a global marquee clientele across BFSI, Pharma, Manufacturing, Government, and Mid & Large industries.

1. · Core Purpose: Innovate to "simplify" securing digital experience.

1. · Mission: Empowering the team to solve business problems.

1. · Vision: To be trusted by our customers in securing the digital world and aim to grow as reputable global market leader.

What makes us different: Seqrite is one of the most successful purpose-led businesses enabling employees to thrive and unleash their potential to innovate. We invest in career development opportunities for our employees and celebrate our diverse perspectives every step of the way. We provide you an opportunity to work on new technologies. You will be surrounded by passionate and committed colleagues and work together to create a digital safe world for everyone. Designation: Regional Support Manager Office Location: Mumbai Position description: Regional Support Manager (RSM) ensures service delivery for Seqrite products for Installations, On-site support, enterprise and strategic account management. RSM manages Branch Support Operations and team of branch support engineers. RSM Works closely with sales team and ensures success of Seqrite products in the territory. RSMs also acts as Escalation Manager to ensure all management escalations are responded and derived to closer. Primary Responsibilities:

• TEAM PRODUCTIVITY: Maintain monthly team-productivity score of more than 85% considering daily cases/calls/Chats/E-mail/SRs activities/Defects/Bugs/Consultation, Knowledge sharing/upgradation activiti
• Conduct weekly connect/meeting with local Sales TLs and share MOM with management team
• Conduct Biweekly Team Meeting and Monthly 1-O-1 meeting with each team member to evaluate their performance & development plan and document the same
• Participate in weekly R&D Meeting to drive and close customer escalation with SMEs and IRT
• Successful Team POC Closer Ratio of more than 95% / Successful Closer of Special Projects
• Maintain Team happy customer success ratio (CSAT) of 75% or more
• Ensure monthly quality audits are done and team quality audit score of 80% and more
• Maintain team Test score of 80% and Ensure 90 % and more attendance
• Maintain monthly Team FDR Score of more than 80%( Cases closed within 24 Hrs)
• Ensure 90% and more Customer retention in region and Personal connect with 500 + users accounts

Additional Responsibilities:

• RSM ensures success of Seqrite Products by working closely with sales team and other cross functions team on ground by ensuring smooth service delivery.

Required Certification/s: Should have relevant Security/ Networking/ Server domain Certifications (Egg: ITIL, CCNA, MCSE, A+, N+, RHCE, RHCA, CISSP, CEH, Six Sigma, ISO 20000, Prince 2, PMP etc..) Required Skills: Very Good Communication Skills, Customer centric soft skills, Team Management, Analytical and reporting skills, Time Management Skills, result oriented, Active Learning, Self Driven

• Other:
• Ensures team's effective utilization and achievement of all team KRA parameters
• Critical Experiences
• Should be an Excellent people manager. Should be able to coach & mentor Team to guide them into meeting organizational Goals.
• Should have EXCELLENT Security Product Knowledge Strong understanding of Virus, Malware and mitigation of such infection, firewall and networking devices.
• Technical Support Operation and People Management Experience of 8-10 Years or more inline to ISO 20000.
• Strong communication, collaborative co-ordination and interpersonal Skills, Escalation Management Skills

“Thank you for your consideration to become Quick Heal Family Member”