Associate IT Operations Engineer

Ahmedabad, GJ, IN, 380006

Information Technology

Sophos Overview – Cybersecurity Evolved

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com



Job Purpose

Working as part of the Global Service Management Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.


Main Duties


  • Working with Customers, colleagues, and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas your key responsibilities will include:
    • Incident and Service Request Management:
    • This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets. 
    • Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process.  
  • Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers.
  • Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards. 
  • Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests.  Provide effective and timely Communications to the Business during widespread business impact.
  • Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
  • Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems.
  • Works to ensure that Sophos’s high security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated.  Additionally all agreed Security standards and Processes are adhered to.
  • Manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs).
  • Be proactive in assisting the Global Service Management Team in developing and deploying Continuous Improvement Plans for the Team and its processes.
  • Ensure that all documents related to Known Errors and or workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
  • Assist in Project related activities as required.
  • Assists Customers in making more effective use of desktop systems, products and services enabling them to increase their business value.
  • Actively participate in all regular Global Service Desk meetings.


Skills & Experience


  • Work Experience: 4-5 years in IT Support
  • Willing to work on rotational shift. (24x7)
  • Strong Communication and customer Skills
  • Ticket triaging and queue management
  • Experience working in an L1 and L2 role   
  • Previous experience of providing IT support in a fast paced, dynamic corporate environment.
  • ITIL and Incident Management
  • Remote Support Skills
  • Hand’s on in:
    • Security – Anti Virus, Encryption (Bit locker), awareness in password policies and Malware
    • Active Directory - creating and managing users accounts, creating, and managing distribution/security groups  
    • Windows - 7,8 & 10   
    • Emails, MS outlook and MS Exchange – 2013
    • Hands on windows Servers - 2013  
    • Basic Networking - assigning VLAN’s       
    • One Drive and Office 365 Products
    • Salesforce, Skype for Business
    • Apple hardware and products
    • Audio/ Video conferencing
    • Mobile phone management
    • Microsoft Office Products
    • Hardware – Laptops, Desktops, Printers, Mobile Phones, peripherals



  • Proactive and action Oriented
  • Problem Solving
  • Customer Focus
  • Technical SME
  • Communication
  • Dealing with Ambiguity


Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.


If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.