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. Sophos makes IT security simple with next-generation solutions that protect networks, servers, and devices, wherever they are.
Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges.
Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth.
Sophos Security made simple. 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.
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.Shift will be rotational (Morning, Normal, Noon and Night)Holiday restrictions at month endWill be required to work between Christmas and New YearFlexibility required to work extra hours at short noticeHoliday working as per the business requirementReport to Licensing Team Leader