IT Application Support Manager

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

Fast-paced, fast-changing and unpredictable defines our information technology team. We are looking for analytical, agile, and influential leaders who can quickly deliver meaningful results and solutions with the flexibility to accommodate evolving business needs and shifting priorities.

Join a dynamic and fast-paced team of seasoned developers & support engineers to support critical order to cash applications. 

Your Impact

• Technical Expertise:

  • Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues. 
  • Ability to troubleshoot intricate technical problems across various systems and platforms. 
  • Proficient in utilizing debugging tools and techniques to identify root causes. 

• Team Leadership:

  • Leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management. 
  • Coaching and developing technical skills of team members through knowledge sharing and training sessions. 
  • Performance monitoring and feedback to optimize team efficiency. 

• Customer Interaction:

  • Acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions. 
  • Communicating effectively with customers to understand their needs and manage expectations. 
  • Proactively identifying potential customer concerns and taking preventive measures. 

• Incident Management:

  • Managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues. 
  • Performing root cause analysis to prevent recurring problems and implement corrective actions. 
  • Maintaining accurate documentation of incidents and resolutions in the ticketing system. 

• Knowledge Base Development:

  • Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team. 
  • Sharing best practices and technical knowledge within the support team. 

• Process Improvement:

  • Identifying opportunities to streamline support processes, optimize workflows, and improve overall efficiency. 
  • Contributing to the development of new support tools and procedures. 

Qualifications

Required Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Must have 8+ years of experience in L2 function supporting Order to Cash business function. 
• Strong Tools & Scripting knowledge (e.g., Service Now, MySQL, Postman, GSuite etc.,) for troubleshooting & reporting purposes.
• Excellent problem-solving and analytical skills
• Exceptional communicatio