Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries. 
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests. 
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

Leadership & Delivery Management

- Lead end-to-end service delivery for TAC operations covering L1–L3 support across regions.
- Manage a large team of 50+ engineers (including Team Leads, SMEs, and Support Engineers).
- Ensure adherence to SLAs, KPIs, and contractually agreed service levels.
- Own incident, problem, and escalation management; act as the point of contact for high-priority customer escalations.
- Drive operational excellence through automation, standardization, and process improvements.

Customer & Stakeholder Management

- Build strong relationships with client stakeholders (e.g., WatchGuard) for delivery governance, performance reviews, and continuous alignment.
- Represent TAC leadership in executive discussions, QBRs, and incident post-mortems.
- Ensure proactive communication and reporting on service delivery metrics, risks, and action plans.

People & Performance Management

- Hire, develop, and retain high-performing support engineers and leaders.
- Mentor and coach team leads and SMEs to foster a high-performance culture.
- Drive career progression, learning paths, and succession planning within the TAC team.
- Conduct periodic performance reviews, workforce planning, and capacity forecasting.

Quality & Transformation

- Monitor and improve support quality through audits, root cause analysis, and corrective actions.
- Champion initiatives around shift-left, knowledge management, and AI-powered support adoption.
- Collaborate with Engineering, Product, and QA teams to drive product supportability and feedback loops.

Technical Skills

- Strong experience in leading TAC or technical support operations for network security products (WatchGuard, Fortinet, Palo Alto, Cisco, etc.).
- Proven experience managing large, distributed teams in a 24x7 global support model.
- Solid understanding of networking and security concepts (Firewalls, VPN, IDS/IPS, Endpoint Security, MFA, etc.).
- Strong grasp of ITIL processes, ticketing systems (Salesforce, ServiceNow), and support tooling.
- Exceptional leadership, stakeholder management, and communication skills.

Nice-to-have skills

Qualifications

15+ years of overall experience in IT operations/support, with 8+ years in people leadership roles, and 3–5 years in delivery leadership.

Bachelor’s or Master’s degree in Engineering, Computer Science, or IT.
Certifications: ITIL, PMP, or Six Sigma; technical certifications (CCNP Security, NSE, PCNSE, etc.) are a plus.
Exposure to managed services, professional services, or support delivery for OEMs or ISVs.
 Experience driving AI/ML-based support solutions, knowledge management systems, or customer experience transformation.

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.