Licensing Administrator

Ahmedabad, GJ, IN, 380006

Finance

Sophos Overview – Cybersecurity Evolved

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH.”

Job Purpose

 

To handle licensing queries for all Sophos products for all regions and support the relevant internal teams/external partners/customers by resolving queries quickly and professionally. Ensure relevant information is added to licensing cases to enable accurate reporting to drive system, process and product improvements to reduce licensing issues. Evaluate systems and processes in order to propose improvements to make the tasks we perform and licensing systems more efficient/accurate – ensure liaison with TLs to get JIRAs created, defined and prioritised and assist with testing and approval of JIRAs as well as contributing to monthly regression and release testing.

 

Duties & Responsibilities

 

  • Handle licensing queries from Sophos staff, end users, partners and distributors for all regions within agreed KPIs.
  • Follow the Export policy/billing policy while executing the cases without any deviation.
  • Ensure prompt escalation of complex queries to L2 Licensing Specialist/TLs.
  • Monitoring any licensing dashboards or reports provided to ensure a proactive and preventative approach to licensing issues.
  • Quickly develop licensing knowledge to enable prompt and accurate handling of all licensing escalations across different product families.
  • Build solid relationships with Sales, and other internal contacts to enable the efficient and timely resolution of any issues.
  • Work closely with global order processing, technical support and customer care teams to solve issues and share knowledge.
  • Keep up to date with product, licensing and process changes and contribute to ensuring documentation is kept up to date on wiki.
  • Ensure detailed understanding of order processing and licensing requirements for different products to enable accurate handling of queries.
  • Assist in reducing the risk of system bugs which affect licensing through participation in monthly regression testing and testing of new features.
  • Ensure any system bugs are reported and followed up to ensure resolution, taking part in testing and sign off where required.
  • Work with relevant teams to drive reduction in number of licensing issues experienced and improve customer experience.
  • Support the OP team with order processing where required.
  • Any planned leave first needs to be approved by TL, then HR portal and calendar needs to be updated. 

Special Conditions

 

  • Shift will be rotational (Morning, Normal, Noon and Night)
  • Holiday restrictions at month end
  • Will be required to work between Christmas and New Year
  • Flexibility required to work extra hours at short notice
  • Holiday working as per the business requirement

 

Organisational Responsibility

 

Report to Licensing Team Leader

 

 

 

 

 

 

– Person Specification

 

Department:                                  Administration

Compiled by:                                  Laura King

Date Last Reviewed:                     24/05/2017

 

Experience

Essential

Desirable

  • Office work
  • Use of Salesforce
  • Customer service
  • Order processing

 

 

 

Skill & Abilities

Essential

Desirable

  • Self-motivation and initiative

 

  • Problem solving/analytical skills

 

  • Excellent written and verbal communication skills in English

 

  • Organisational & prioritisation skills

 

  • Excellent time management skills

 

 

Behaviours

Essential

Desirable

  • Communication

 

  • Attention to detail

 

  • Customer service

 

  • Working in a team

 

  • Adaptability

 

 

Qualifications

Essential

Desirable

  • GCSE Maths + English (A-C) or equivalent

 

 

Training

Essential

Desirable

  • MS Office
  • Salesforce incl. Cases & Chatter

 

Other

Essential

Desirable

 

 

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.


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