Senior Technical Support Consultant

About Armor Defense Inc

At Armor, we are committed to making a meaningful difference in securing cyberspace. Our vision is to be the trusted protector and de facto standard that cloud-centric customers entrust with their risk. We strive to continuously evolve to be the best partner of choice, breaking norms and tirelessly innovating to stay ahead of evolving cyber threats and reshaping how we deliver customer outcomes. We are passionate about making a positive impact in the world, and we're looking for a highly skilled and experienced talent to join our dynamic team.

Armor has unique offerings to the market so customers can a) understand their risk b) leverage Armor to co-manage their risk or c) completely outsource their risk to Armor.

Learn more at: https://www.armor.com

Summary

The Technical Program Manager owns Armor's problem-management program and the analytical work that drives down the volume of issues customers experience. This is a program and analysis role, not a day-to-day ticket-resolution role: rather than working individual customer tickets, the Technical Program Manager digs into the data behind them to find the systemic problems that generate recurring work, and drives those to permanent resolution or a clear, repeatable framework. That work is grounded in understanding how data flows into Armor's systems—the connectors, APIs, and ingestion pipelines behind platforms such as Microsoft Sentinel and Microsoft Defender—so root causes and data-quality issues can be identified, not guessed. The role partners closely with Engineering, SRE, and support delivery teams and thinks in terms of measurable, repeatable outcomes rather than one-off fixes—an approach that matters deeply for a cybersecurity company where recurring problems carry real customer risk. Based in Pune, India, the role works primarily on India business hours and carries the flexibility to overlap with US Central hours as needed to collaborate with Armor's Dallas-based Engineering, SRE, and delivery teams. It reports to and takes strategic direction from the Head of Global Support.

Essential Duties And Responsibilities

• Analyze incident and ticket data to identify the systemic drivers of ticket volume, and target measurable reductions in recurring work and customer-impacting incidents.
• Investigate how data flows into Armor's systems—connectors, APIs, and ingestion pipelines from Microsoft Sentinel, Microsoft Defender, Qualys/VMDR, log/SIEM sources, and Azure and cloud telemetry—to surface data-quality issues and the root causes behind recurring problems.
• Work through ambiguity: develop hypotheses about recurring and systemic problems, validate root cause with data, and ensure problems are genuinely understood before solutions are pursued.
• Consolidate recurring incidents and service requests into managed problem records and drive them to permanent resolution or a clear, repeatable framework—without taking over day-to-day ticket execution, which is owned by dedicated delivery teams.
• Build the queries, dashboards, and reports that surface trends and quantify customer and business impact (e.g., KQL over Sentinel/Defender, SQL, Power BI, and Jira reporting).
• Lead root cause analysis (RCA) for major and recurring problems; document root causes, workarounds, and known errors so delivery teams resolve recurrences consistently.
• Partner with Engineering, SRE, and delivery teams to land systemic fixes, and coordinate permanent fixes that require change through Armor's change process.
• Define and report the metrics that matter—reduction in recurring customer-impacting incidents and ticket volume as the headline, with operational signals (recurring-problem count, MTTR, RCA compliance, and SLA adherence) as supporting measures.
• Run problem-review cadences, maintain and drive down a prioritized problem backlog, and track held known errors so workarounds do not quietly become permanent technical debt.
• Identify automation and process-improvement opportunities and program-manage their delivery to reduce manual, repetitive work.
• Maintain authoritative documentation and a known-error knowledge base in Confluence, and provide clear, executive-level status, risks, and escalations.
  
  

Required Qualifications

• 10-12 years of experience in technical program management, security or IT operations, data and analytics, or service/problem management; Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Proven ability to manage cross-functional programs and drive outcomes across multiple teams without direct authority.
• Hands-on data analysis: able to query operational and security data using KQL (Microsoft Sentinel/Defender) and SQL, and to build reports and dashboards (e.g., Power BI, Jira) that surface trends and quantify impact.
• Working understanding of data integrations—connectors, APIs, and ingestion pipelines—and how security telemetry reaches a SIEM or analytics platform (e.g., Microsoft Sentinel, Microsoft Defender).
• Solid grounding in problem management and root cause analysis, aligned to ITIL (Problem, Incident, and Service Management).
• Familiarity (conceptual, not hands-on delivery) with the security domains Armor operates: vulnerability management (Qualys/VMDR), endpoint and EDR (Microsoft Defender), and cloud and identity (Azure, Okta/Entra).
• Ability to read incident and ticket data and translate it into prioritized, measurable action.
• Excellent communication and stakeholder management in English, including executive-level reporting and clear RCAs and resolution frameworks.
• Proficiency with Jira and Confluence.
• Strategic, systemic thinker with a bias for repeatable, automation-assisted solutions over one-off fixes.
• Self-directed, taking strategic direction and prioritization from the Head of Support.
  
  

Alignment to Armor Core Values

• COMMITMENT TO GROWTH
• INTEGRITY ALWAYS
• EMPATHY IN ACTION
• IMMEDIATE IMPACT
• FOLLOW-THROUGH
  
  

Preferred Qualifications

• Depth in KQL/Kusto, Power BI, or Power Automate, or exposure to data engineering and pipeline troubleshooting.
• Experience building or troubleshooting API-based integrations and data connectors.
• PMP, ITIL v4, or Microsoft security/Azure certifications.
• Experience in a cybersecurity or managed-security services (MSSP) environment.