Sr Technical Lead (Support & Operations)

Job Summary

Secure Access Service Edge (SASE) | Security Service Edge (SSE) | Operations & Engineering

The Netskope Administrator will operate, administer and continuously improve the enterprise Netskope service across secure internet access and private application access. The role is accountable for reliable day-to-day service, policy administration, incident and problem resolution, controlled changes, operational documentation, and collaboration with Service Desk, Network, Workplace, SOC and application teams. The administrator will support the organisation’s phased transition from Always On VPN to Netskope and help establish a stable, end-to-end 24x7 operational capability.

Key Responsibilities

Key responsibilities 1. Platform administration and policy management Administer the Netskope tenant, administrator roles and least-privilege access in line with approved RBAC and security governance. Configure, review and maintain Secure Web Gateway controls, real-time protection policies, URL and application categories, allowlists, blocklists, exceptions, threat protection and SSL inspection policies. Configure and support Netskope Private Access, including private applications, application segments, publishers, steering configurations, client configurations and on-premises detection behaviour. Maintain policy hygiene by reviewing temporary exceptions, stale allowlist entries, duplicated rules and policy conflicts, and removing access after the approved troubleshooting or business window. Support future enablement and operationalisation of capabilities such as Data Loss Prevention, sandboxing and additional SSE controls when approved. 2. Client, traffic steering and service health Monitor Netskope Client health, version compliance, module status, steering behaviour, connectivity and user experience across corporate, remote and third-party networks. Troubleshoot installation, upgrade, certificate trust, service-start, tenant-enrolment and module-enablement issues across managed endpoints. Validate internet security and private access behaviour, including whether a user is on-premises or remote, whether traffic is correctly steered, and whether expected private applications are reachable. Coordinate client deployment, upgrade and rollback activities with endpoint management teams using approved enterprise deployment tooling. Monitor publisher and private-application reachability and work with hosting, network, DNS, firewall and application owners to address service dependencies. 3. Incident, problem and major-incident management Own L2/L3 investigation and resolution of incidents involving blocked URLs, application access, private access, VPN replacement, DNS, routing, ports, certificates, SSL inspection, developer tools, browser access and client connectivity. Perform structured diagnostics using tenant events, client logs, publisher status, policy traces, connectivity tests and endpoint evidence; document findings and maintain accurate ticket work notes. Participate in 24x7 shift coverage and on-call or major-incident bridges, providing timely technical updates, impact assessment, workaround, recovery validation and escalation. Lead or contribute to root-cause analysis for recurring or high-impact issues and track corrective and preventive actions to closure. Engage Netskope Support or professional services when required, provide diagnostic evidence, manage vendor cases and validate recommended fixes. 4. Change, release and lifecycle management Plan, assess, test and implement approved tenant, policy, client, publisher and private-application changes through the enterprise change process. Prepare implementation plans, validation checks, rollback plans, risk and impact assessments, stakeholder communications and post-change evidence. Support phased migration waves, hypercare and BAU handover, ensuring scope eligibility, readiness checks, issue tracking and closure criteria are applied consistently. Maintain platform lifecycle awareness, review release notes and known issues, and coordinate upgrades without compromising business availability. 5. Operations, reporting and continuous improvement Maintain SOPs, runbooks, troubleshooting guides, knowledge articles, configuration inventories, support maps, escalation paths and operational handover documentation. Produce daily, weekly and monthly service reports covering incidents, ageing, SLA performance, recurring issues, policy changes, client health, platform availability, risks and improvement actions. Identify automation opportunities for health checks, ticket enrichment, policy review, reporting, evidence collection and recurring administrative activities. Conduct knowledge-t

Skill Requirements

• Hands-on administration of Netskope Security Cloud, preferably including Next Gen Secure Web Gateway and Netskope Private Access.
• Practical knowledge of Netskope Client, traffic steering, steering configurations, publisher architecture, private applications, tenant events and policy troubleshooting.
• Experience with web filtering, URL categorisation, application control, threat protection, SSL/TLS inspection, certificate chains and trusted root/intermediate certificates.
• Strong understanding of TCP/IP, DNS, HTTP/HTTPS, TLS, routing, NAT, proxies, firewalls, IPSec and VPN technologies.
• Working knowledge of Windows endpoint troubleshooting, services, logs, PowerShell and enterprise endpoint deployment tools such as Microsoft Intune.
• Ability to diagnose developer-tool and application trust issues involving Node.js/NPM, Git, Java or similar tools behind SSL inspection.
• Experience with ITSM processes for incident, problem, change, request, knowledge and major-incident management; ServiceNow experience is preferred.
• Understanding of Zero Trust, SSE/SASE principles, least privilege, segmentation and secure remote access.
• Basic scripting or API skills using PowerShell, Python or REST APIs for operational automation and reporting are desirable.

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, Engineering or a related discipline, or equivalent practical experience.
• 4-8 years of experience in network security, secure access, proxy, VPN or cybersecurity operations.
• At least 2 years of direct Netskope experience is strongly preferred; strong hands-on experience with a comparable SSE/SASE platform may be considered.
• Demonstrated experience supporting enterprise-scale, globally distributed users and applications in a production environment.
• Experience working in a 24x7 managed-services or operations model and coordinating across technical towers and vendors.

• Netskope Certified Cloud Security Administrator (NCCSA) or current equivalent administrator certification.
• Netskope Certified Cloud Security Integrator (NCCSI) or current equivalent integration certification.
• ITIL Foundation.
• Relevant network or security certifications such as CCNA, Security+, CISSP or vendor-specific SSE/SASE certifications.

• Strong ownership and accountability, with the ability to drive incidents and actions to closure.
• Clear written and verbal communication, including concise updates for technical teams, service management and business stakeholders.
• Structured troubleshooting, analytical thinking and evidence-based decision-making.
• Ability to work calmly under pressure during service disruption and major incidents.
• Customer-focused mindset with disciplined adherence to scope, security controls, change governance and documentation standards.
• Collaborative approach across Cybersecurity, Connectivity, Workplace, SOC, Service Desk, infrastructure and application teams.

• Service availability and health of Netskope client, private access and secure web controls.
• Incident response and resolution SLA achievement, recurrence reduction and major-incident recovery effectiveness.
• Change success rate, rollback rate and completion of post-change validation.
• Policy and exception hygiene, including timely removal or recertification of temporary access.
• Client version and health compliance, publisher availability and private-application reachability.
• Accuracy and timeliness of operational documentation, reporting, problem records and knowledge articles.
• Measurable reduction in avoidable ticket transfers, repeat incidents and manual operational effort.

Other Requirements

• Willingness to work rotational shifts in a 24x7 support model, including weekends, holidays and on-call coverage as scheduled.
• Participation in planned maintenance, migration waves and critical change windows outside standard business hours.
• Ability to work with globally distributed teams and stakeholders across time zones.

A successful Netskope Administrator will deliver a secure, stable and well-governed Netskope service that provides reliable access to internet and private applications, reduces dependency on legacy VPN services, minimises repeat operational issues, and enables scalable future adoption of SSE capabilities.