site reliability engineer

senior human resources generalist

Sophos

	Spearheaded processes for resource management to deliver efficient resourcing and drive customer satisfaction.
	Analyzed data using Salesforce and Sophtrac to predict call volume and plan strategy for appropriate staffing requirements while balancing productivity with customer experience.
	Reviewed staffing levels real time and perform short-term adjustments. 
	Collaborated with team leaders to understand and plan growth and future resource allocation strategies.
	Led the deployment of Aspect Unified IP to all call centers in the US, Canada, Philippines, Australia and UK, to enable call volume sharing between centers, worth $12M; worked with 25 people to develop a strategy for a best-in-class resource planning operation. 
	Created an automated system of scheduling and time-off request for the Vancouver office.

My typical day starts with client and internal team meetings, where I focus on understanding customer needs and priorities. I regularly share customer feedback and insights with product leads and management to help improve our solutions and customer experience. Management is very supportive, encourages new ideas, and provides flexibility, which helps me perform at my best.
The most challenging part of my role is securing renewals in a highly competitive market, but I see this as an opportunity to strengthen customer relationships and demonstrate value. I genuinely enjoy working with my team and appreciate the collaborative and supportive environment.

When i was hired the organization was undergoing management restructiring and and as a result management "was to busy" to sit down with new trainees to provide periodic feedback during training. Training was very poor, outdated and unstructured with limited support from others because everyone seemed "to busy" to assist. Sophos has poor processes and procedures compared to other organizations of the same size that i was employed with in the past.  Would not reccomend their tech support for positions.

The TAM team in Vancouver has an amazing people-oriented management style, which is the main reason I had a wonderful experience with them. They provide us with precise instructions and clear communication while also striking the ideal mix between autonomy and assistance, enabling us to do our work without being micromanaged. There's enough room for us to add ideas and voice our thoughts, and timings and expectations are acceptable. An outstanding work atmosphere that promotes cooperation and creativity is created by this caring attitude

Expectations and requirements of those in the support engineer field will have employees working long hours and very little flexibility.  Poor direction and disconnection from reality at the management layer from the day to day operations impacts to the support staff

very toxic work place, rude manager, in one month 5 people left technical support engineering team in Vancouver. very stressful job they can't keep the good employees. Manager is so brutal, rude and disrespectful

Every day at work there was  a journey in discovery; you never knew where your firstt client  would take you. From a simple virus attack or update to a software deployment, just to give you a taste.

The Vancouver office has always had a fun environment and great people to go along with it. Over the past 1-2 years I have seen lots of churn up top and it has affected the sales teams in a negative way. 

It was an amazing experience being able to work with this rapidly growing company. Working with so many great people was an absolute pleasure and would consider doing it all over again.

Dynamic, fun, productive, challenging. Team setting with great management. Would recommend Sophos to anyone looking for an exciting sales career. Lots of room for growth.

Top Job Titles	Average salary
Site reliability engineer 4 salaries reported	$127,500 per year
Senior human resources generalist 1 salary reported	$80,226 per year

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