Order Processing Support 3

Ahmedabad, GJ, IN, 380006


Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.

Job Purpose

  • Work with Regional OP TLs and L2s to process orders, Follow the wiki/Instruction on the mail/Check lists while processing the orders and ensure company policies are being adhered to at all times
  • Monitor Case queue/order queue throughout the day, any stuck orders to be reviewed and to be cleared with the help of TLs/L2s,
  • To be clear on the wiki instructions/Export Policy/Billings Policy/Global Order Processing Practices and any doubt to be cleared with the help of TLs/L2s.
  • Ensure on the Job behaviour and utilization of the company resource is in line with HR Policy.
  • Any planned leave must be informed well in advance to TLs, to be applied on the HR Portal, and wherever possible, should not be taken on the Month End/Quarter End. Kindly ensure to follow the HR Leave policy at all times.
  • Holiday working/Month,Quarter,Year end working hours need to be adjusted as per the business requirement and need to support TL positively by adjusting as much as possible.


Main Duties

Manage and oversee all aspects of day to day order processing including:

  • Regularly reviews of Case queue and Orders queue and to clear any stuck order/Case with the help of Regional TL/L2s.
  • Regularly updating the Out side SLA Metrics, Case comments updation.
  • Follow the wiki/other instructions while processing the orders.
  • Follow the Export policy/billing policy while processing the orders without any deviation.
  • On the month end/Quarter End/Year end, please ensure that we plan our day as per the expectation of TL and leave after informing TL.
  • On Holiday/Month end, quarter end, year end, we need to ensure the skeleton staff in order to meet the business requirement and need to support TL positive as much as possible.
  • Ensure all your orders are processed within agreed SLAs.
  • Apart from orders, whatever is expected on daily basis is fulfilled accordingly, for example, outside of SLA reason to be updated while processing the orders (missing ones within 48 hours), Case value/reason to be updated immediately.
  • Any planned leave first needs to be approved by TL, then HR portal and calendar needs to be updated. 


Skills & Experience


  • Order Processing
  • Working under pressure and meeting deadlines
  • Working with Team
  • Excellent written and verbal communication skills
  • Problem Solving
  • MS Office incl. Excel
  • Must be able to work extended hours, as required on Month End, Quarter End or Year End
  • Plan the holidays keeping in business requirement in check



  • Salesforce incl. Cases & Chatter


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.