GIRC Lead

The GIRC Lead plays a dual role as both a technical escalation point and a leader for a team of GIRC Analysts. The role ensures the quality and consistency of monitoring and response activities across networking, systems, and cybersecurity. This person leads day-to-day shift operations, coordinates task distribution, supports junior analysts, and ensures alignment with SLAs and internal standards.

What You'll Do:

• Provide support to the client's specific environment, networks, systems, backups, etc
• Assisting team members in resolving incidents as per the defined processes
• Troubleshoot and resolve technical problems through phone, email, or ticketing systems
• Collaborate with team members to improve internal processes and documentation
• Lead the day-to-day operations and act as leader during escalations and challenges
• Coordinate vacations with his team and report to the Manager
• Train new and existing team members
• Complete routine maintenance tasks as well as contribute to its development
• Deliver high standard customer service, ensuring internal and external stakeholders are kept informed
• Meet and ensure the service level agreements (SLAs) are being met in the team he's assigned to
• Provide coaching, guidance, and day-to-day directions
• Support the manager in shift scheduling and coverage planning

Work Environment & Conditions:

• Weekly shift rotation schedule with 2 or more days off
• Working hours 07:00-16:00, 15:00-00:00, 23:00-08:00 (Western European Summer Time)

Requirements

Who You Are:

Education & Certifications:

• Technical training (Level 5, CET/CTESP equivalent)
• Relevant certifications in Networking, Windows Server, Backup, Cloud, and Cybersecurity, such as
• Cisco CCNA
• Security +
• Network +
• Cisco CyberOPS
• Microsoft Certified Professional (MCP)

Experience:

• 1 or 2 years of experience in GIRC shared or POD position
• Previous experience in a leadership role
• Equivalent experience in similar roles

Skills & Competencies:

Technical Skills:

• Networking
• Windows Server
• Public Cloud solutions
• Enterprise Backup Solutions
• Endpoint Detection and Response (EDR) Solutions
• Extended Detection and Response (XDR) Solutions

Soft Skills:

• Problem-solving
• Communication
• Team collaboration
• Time management

Tools/Software:

• PSA systems (ConnectWise or ServiceNow)
• Firewall Management (Meraki, FortiManager, Barracuda Firewall Admin)
• Backup Management (Veeam, Datto, Barracuda Cloud Control)
• RMM (N-Central)
• EDR and XDR tools (SentinelOne, Crowdstrike, ELK, Microsoft Sentinel)

Benefits

What We Offer:

• Competitive compensation package
• Bonus of 300€ per month
• Competitive benefits package
• Company events, recognitions, and celebrations
• Career development and growth opportunities. This role may progress to Account Executive, with a natural progression towards account management and business development

At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.