Sophos Hiring for Licensing Administrator at India Full Time

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

Role Summary

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.

What you will do

Handle licensing queries and escalations from Sophos staff, end users, partners and distributors for all regions within the agreed KPIs.

Escalate complex issues to L2 Licensing Administrators promptly.

Monitor any licensing dashboards or reports provided to ensure a proactive and preventative approach to licensing issues.

Update licensing cases with relevant information to support with monthly case reporting

Quickly develop detailed understanding of licensing knowledge and processes to enable prompt and accurate handling of licensing escalations across different product families

Keep up to date with new products, licensing and process changes and contribute to ensuring documentation is kept up to date.

Complete licensing administration tasks accurately on or before the given deadline.

Communicate solutions to the business and customers as clearly as possible to minimise further issues and promote quick resolution

Build solid relationships with Sales and other internal contacts to enable efficient and timely handling of cases

Work closely with relevant teams such as customer care, technical support, sales operations, order processing, and fulfilment to solve issues, share knowledge, and improve customer experience

Assist in reducing the risk of system bugs which affect licensing through participation in monthly regression and smoke tests and testing of new features

Report any potential and identified system bugs immediately, taking part in testing and sign off where required

Identify common issues with certain regions or clients and raise improvement ideas with Team Leader or Global Licensing Manager.

Ensure punctuality is observed at all times and unplanned absences are within the agreed KPIs

What you will bring

Experience working on Salesforce or any other CRM tool

Order processing or Customer Service

Excellent written and verbal communication skills in English

Problem solving/analytical skills

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What’s Great About Sophos?

• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an 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.