דרושים Professional Services Operations Analyst ב-Palo Alto ב-India, Bengaluru

Being the cybersecurity partner of choice, protecting our digital way of life.

As the Manager of the Tech Ops Capability Center, you will build, lead, and scale our new shared services team. This is an exciting opportunity to establish a center of excellence from the ground up. You will be responsible for recruiting and developing a high-performing team of analysts, defining and implementing best-in-class operational procedures, and ensuring the seamless transition of work from our global stakeholder teams.

This role requires a leader who excels in a matrixed environment, reporting directly to the Director of the Capability Center and collaborating closely with your dotted-line managers for HR Applications internationally. You will not only manage day-to-day operations but also champion automation, process optimization, and the delivery of robust reporting services to enhance our global HR technology ecosystem.

Your Impact

• Build & Scale the Team: Recruit, hire, onboard, and continuously develop a team of Tier 1 Analysts, establishing a strong foundation of technical, operational, and reporting knowledge.

• Drive Operational Excellence: Oversee the daily operations of the Capability Center, ensuring strict adherence to global Service Level Agreements (SLAs) for all support tiers and driving a high level of customer satisfaction.

• Lead HR Reporting Services: Build and oversee the team’s capacity to manage a high volume of reporting requests from HR stakeholders, delivering ad-hoc and scheduled reports from various HR systems to provide critical business insights.

• Champion Process Optimization & Automation: Proactively identify inefficiencies and opportunities for improvement; lead initiatives to automate manual tasks (such as user access provisioning and reporting) and optimize workflows in partnership with the HR AI and Process Optimization team.

• Manage Service Delivery: Own the end-to-end service request intake process through ServiceNow, managing incident and reporting queues, categorization, and routing to ensure timely resolution.

• Oversee Key HR System Support: Ensure the team provides expert support for a diverse set of HR tools, including:

  • Workday: Handle advanced troubleshooting, user security, EIB management, business process changes, and reporting requests.

  • Data & Reporting Tools (GCP): Manage the intake for reporting requests and ensure the team can build and run queries using SQL to extract and manipulate data from our Google Cloud Platform (GCP) data environment.

  • ServiceNow: Act as the system expert for intake, routing, and communication protocols.

  • Learning Systems (Docebo): Manage Tier 1 and Tier 2 support for our Learning Management System.

• Foster Global Collaboration: Serve as the primary liaison between the India Capability Center and the global HR Application teams, ensuring seamless alignment on priorities, process changes, and knowledge transfer.

• Deliver Actionable Insights: Define, track, and report on key operational metrics (KPIs) and system health, utilizing ServiceNow and GCP-based tools to provide stakeholders with clear performance insights.

• Maintain Rigorous Documentation: Uphold a high standard for documentation quality, ensuring all Standard Operating Procedures (SOPs), Knowledge Base Articles (KBAs), and process documents are current, accurate, and accessible.

Your Experience

• 8+ years of progressive experience in Technology Operations, Shared Services, or a Global IT/HR Service Desk environment.

• At least 3+ years of direct people management or team leadership experience.

• Proven success in establishing or managing a shared services or capability center that supports applications and reporting.

• Experience managing a reporting function, with hands-on knowledge of SQL and familiarity with cloud data platforms (e.g., Google Cloud Platform).

• Expert-level knowledge of an enterprise ITSM platform, with direct, in-depth experience in ServiceNow being highly preferred.

• Demonstrated working knowledge of major HR platforms (e.g., Workday, Docebo, or equivalent HRIS/LMS systems).

• Exceptional verbal and written communication skills, with experience managing expectations with senior international stakeholders.

• A Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent military experience.

Preferred Qualifications

• Experience in the Cybersecurity or other highly regulated industries.

• ITIL Foundation Certification or equivalent process certification.

• Workday HCM Core, HCM Reporting, or Recruiting Certification

• Experience with process optimization methodologies (e.g., Lean, Six Sigma).

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

As a Senior Technical Support Engineeer-Focused Services-XDR, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience in Cortex space. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
• Provide timely feedback on the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Your Experience

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• 6-8 years of relevant experience with strong communication and customer service skills
• Required experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
• Endpoint security technologies experience (XDR, SOAR, SIEM, etc.)
• Experience understanding malware, exploits, operating system structure, and behavior
• Experience with Android OS based applications (Installation, troubleshooting, Debugging)
• Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
• Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
• Knowledge of SIEM, vulnerability management tools, and firewalls

Good to have skills:

• Experience with bash scripting OR Python is a plus
• Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
• Knowledge of Cloud infrastructure is a plus
• Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will contribute to customer engagements, assisting in the design and deployment of our security solutions. You will act as a technical contributor, providing input and guidance around complex systems to secure the customers environment. You will engage directly with our customers and partner with their technical teams. You are highly skilled and continuously learn. You enjoy solving complex problems and consistently look for innovative solutions.

Your Impact

• Build custom security policies and application signatures for unique client environments
• Consult and guide customers on security standard best practices methodologies and act as trusted advisor for clients on behalf of Palo Alto Networks
• Analyze logs and events from the solution and supply threat analysis reports, providing input and direction as applicable
• Work proactively with our Technical Assistance Center to troubleshoot and diagnose cases as escalations arise
• Maintain the implemented solution and provide mentorship on code upgrades, changes to the platform, and new technology developments
• Work with sales account team to help formulate a technical strategy to address customer business needs
• Support direct manager in managing business needs through weekly reports and Quarterly Business Reviews
• Engage with the account team to allow them to clearly understand the customer business & technical requirements as you learn through active engagement with the client

Responsibilities:

• Travel (25-50%) is required for customer meetings and onsite deployments of customer engagements
• Conduct research on new features and technologies to optimize value delivery to customers
• Meet with customer teams to design and thoroughly document the complete project
• Provide knowledge transfer of next-generation technologies to customers and other Palo Alto Networks Technical Teams for long-term engagements
• Ensure the successful completion of large-scale customer projects

Qualifications

• A 4-Year Engineering Degree / BS in Computer Science, MIS, business, or equivalent education/training/experience is required
• Demonstrated excellent written and verbal communication skills are essential.
• Proficiency in document creation is necessary
• A minimum of 5 years of experience with firewall and IDS/IPS solutions in large environments is required
• Extensive knowledge of various security threats is mandatory
• A strong understanding of Internet protocols and applications is required
• Demonstrated project leadership skills and the ability to conduct design meetings are essential
• The ability to leverage a variety of tools to complete migrations (e.g., scripts, Excel, third-party tools) is necessary
• Candidates should possess a minimum of 10 years of industry experience
• Candidates should hold the latest industry-leading cybersecurity certifications

As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Assist Theater and Area Sales Operations Leaders in all facets of running the business, including:
• Drive adoption of forecasting tools and dashboards to promote consistent visibility and delivery of business plan
• Act as primary driver of SFDC data cleanliness with respect to opportunities, Account hierarchy across the organization
• Provide analytic data to support our annual sales planning, regional bookings forecast information leveraging existing internal processes, methodologies and automation/forecasting tools
• Convert raw data into well-presented and useful business information that drives business decisions
• Manage around and through potential process and technical limitations to deliver the best outcomes possible
• Drive standards of performance and specific activities that align with the predefined success criteria for the sales organization; track and report on these activities to ensure outcomes are on track/met
• Automating and refreshing data, transferring data to Global sheets, and any other analysis needed for weekly reporting needs.
• Manage compliance of the non-standard transactions process
• Track quarterly metrics on general business performance, average discounts, non-standard exceptions, etc.; recommend action items for improvement
• This is a global role, requiring flexibility to work in shifts to support our worldwide teams and business needs

Your Experience

• 8+years of previous experience in a business-focused analytics role preferred
• Strong understanding of sales processes, business acumen, and methodologies
• Strong organizational skills with the ability to manage multiple projects
• A demonstrated passion for information and business intelligence
• Excellent analytical skills with strong attention to detail, experience using reporting and analytics applications
• Proven track record of effectively interfacing with cross-functional departments and sales management team
• Excellent written and verbal communication skills, strong presentation skills
• Advanced skills in Excel & PowerPoint; Tableau experience also a plus. Salesforce experience is mandatory
• Experience with Google’s G Suite (Drive, Docs, Sheets, and Slides) is a plus
• Self-starter, able to establish own priorities, initiatives and drive to closure
• Works well under pressure of heavy workload and time constraints
• Basic understanding of Sales, Inside-Sales, Partner ecosystem and supporting business functions
• Bachelor’s Degree in statistics, analytics, or finance preferred

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.

You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e–mail, and web
• Remote support, deployment and knowledge transfer
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow–ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Travel may be required to customer sites in the event of a critical situation to expedite resolution
• Work shoulder to shoulder with the Sales and Sales Engineering Teams

Your Experience

• BS/MS or equivalent experience or equivalent military experience required
• 5+ years of deep technical knowledge and technical support with a strong customer focus or related experience
• Advanced certifications such as CCIE/JNCIE/ CISSP– an advantage
• Excellent written and spoken communication skills, strength with establishing relationships
• Ability to independently debug broad, complex, and unparalleled networks with mixed media and protocols required
• Excellent interpersonal skills and the ability to work well independently and in a team
• Self–disciplined, self–managed, self–motivated and strong sense of ownership, urgency, and drive
• Passionate to learn, understand, and dissect new technology stack quickly on own
• Strong project management, time management, and organizational skills
• Strong analytical skills for interpreting business requirements and translating them into technical specifications
• Profound knowledge in networking protocols such as – TCP/IP, BGP4 (multi–homing), OSPF (multi–area), ISIS, Multicast, VOIP
• Expert working knowledge in the operation of Ethernet LAN switching protocols and standards including, VLANs, VLAN aggregation
• Experience with security (IPSEC, SSL–VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centers
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Strong history of deploying, maintaining, and troubleshooting multi–vendor (Cisco, Checkpoint, Juniper, Fortinet) firewall environments – PANW firewalls and VM–Series – A plus
• Excellent problem solving, critical thinking, communication, and teamwork skills
• Ability to clearly articulate technical issues to both technical and non–technical audiences, and explain their impact on business

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Assist Theater and Area Vice Presidents of business units, as well as the Sales Operations Leaders in all facets of running the business, including:

• Provide analytic data to support our annual sales planning including quota planning, go-to-market modeling, capacity modeling and optimization

• Manage regional bookings forecast information leveraging existing internal processes, methodologies and automation/forecasting tools

• Drive adoption of forecasting tools and dashboards to promote consistent visibility and delivery of business plan

• Convert raw data into well-presented and useful business information that drives business decisions

• Manage around and through potential process and technical limitations to deliver the best outcomes possible

• Drive standards of performance and specific activities that align with the predefined success criteria for the sales organization; track and report on these activities to ensure outcomes are on track/met

• Act as primary driver of SFDC data cleanliness across the organization

• Single point of contact for our weekly forecasting templates - including upkeep of templates, creating new versions each quarter, automating and refreshing data, transferring data to Global sheets, and any other analysis needed for weekly forecasting

• Manage compliance of the non-standard transactions process

• Track quarterly metrics on general business performance, average discounts, non-standard exceptions, etc.; recommend action items for improvement

• This is a global role, requiring flexibility to work in shifts to support our worldwide teams and business needs

Your Experience

• 12+ years of previous experience in a business-focused analytics role preferred

• Strong understanding of sales processes, business acumen, and methodologies

• Strong organizational skills with the ability to manage multiple projects

• A demonstrated passion for information and business intelligence

• Excellent analytical skills with strong attention to detail, experience using reporting and analytics applications preferred; Salesforce preferred and/or Anaplan a plus

• Proven track record of effectively interfacing with cross-functional departments and sales management team

• Excellent written and verbal communication skills, strong presentation skills

• Advanced skills in Excel & PowerPoint; Tableau experience also a plus. Salesforce.com experience a strong plus

• Experience with Google’s G Suite (Drive, Docs, Sheets, and Slides) is a plus

• Ability to work cross-functionally across all areas of the business

• Self-starter, able to establish own priorities, initiatives and drive to closure

• Works well under pressure of heavy workload and time constraints

• Basic understanding of Sales, Inside-Sales, Channels and supporting business functions

• Bachelor’s Degree in statistics, analytics, or finance preferred

All your information will be kept confidential according to EEO guidelines.

Key Responsibilities

• Prepare Federal income tax returns, extensions, and estimated payments using compliance software
• Support the quarterly and annual US GAAP foreign tax provision process (ASC740), including the preparation of calculations and supporting workpapers
• Monitor changes in tax legislation and communicate relevant updates to the team
• Assist with the use of technology applications to help streamline and automate tax compliance and provision workflows
• Help identify potential tax risks or notice-related issues and escalate them to tax management for review
• Assist with ad-hoc projects as needed

Preferred Qualifications

• Minimum 5+ years of related experience; previous Big 4 experience a plus
• Must be self-directed with strong organizational skills and receptive to working in a dynamic and fast-paced environment in multiple time zones
• Analytical mind-set to approaching problems and strong attention to detail
• The ability to operate independently and manage multiple projects
• Proficiency in leveraging AI/ML and GenAI to automate ASC 740 and compliance workflows, assessing associated risks.
• Proficient with Corptax compliance software required
• Proficient with Onesource Tax Provision (OTP) software
• Excellent oral and written communication skills
• Strong interpersonal and teamwork skills
• Proficient with Alteryx and SAP a plus

All your information will be kept confidential according to EEO guidelines.