21:55
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Manager II - Technical Support Services / TAC
by Cisco Systems (India) Private Limited in Bengaluru/Bangalore
Experience: 11 to 15 years
Openings: 2
Job Description
POSITION OVERVIEW:
Cisco seeks a Manager of Technical Support to lead teams of customer support engineers who respond to service requests and resolve customer issues.
The Manager of Technical Support is a key member of the services organization management team and may report into a Director. He/She will be responsible for motivating a team of CSEs and for facilitating resolution on escalated issues.
RESPONSIBILITIES:
Motivate a team of CSEs through performance coaching, career planning and setting objectives.
Serve as customers advocate in Cisco, to solve their problem
Resolve employee issues and act as the employee advocate
Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, reporting and / or employee engagement.
Facilitate customer resolution on escalations and ensure engagement of the necessary resources
Follow-up with dis-satisfied customers to ensure issues are resolved and the customers are satisfied.
Report on operational KPIs/MBOs on a regular basis including analysis and improvement / action plans.
Identify and work on issues that that affect worldwide TAC teams
Participation in cross-functional projects involving Ciscos product or service offerings
Maintain a mindset of continuous improvement in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
Build cross-functional relationships.
Deliver and exceed on all team performance targets
JOB REQUIREMENTS:
People Management: At least 2 years of experience managing 15 people or more (strong background managing performance issues, appraisals among other people management aspects)
Domain/Technical Expertise: Must have experience managing a Network (Routing, Switching, Security, etc), Design/Implementation team OR Product Support/TAC function
Customer Centricity: Must have a very strong background managing customer relationships, preferably with global customers
Demonstrated leadership capabilities and be achievement oriented
Excellent analytical and problem-solving skills
Strong verbal and written communication skills are mandatory
Customer-first attitude and must demonstrate teamwork, collaboration, adaptability and initiative.
Skilled at building high performance teams, developing people and creating a shared vision
Global and cross-functional exposure is an added advantage.
WHAT WE ARE NOT LOOKING FOR:
Application/Software Development Support
Support on Products that dont have an impact on business/productivity (Desktop Software/Applications, et al)
Managers with limited or no exposure to business critical backbone / last level of technical support
Pure Play Project/ Program Managers/ Operations with NO direct people responsibilities (has managed only volatile/ virtual project resources)
Salary:Not Disclosed by Recruiter
Industry:IT-Hardware & Networking
Functional Area:IT Hardware, Technical Support, Telecom Engineering
Role Category:Technical Support
Role:Technical Support Manager
Keyskills:L3 Support, TAC, Technical Assistance Center, Escalation Manager, Manager Technical Support, Manager Product Support, Network Support, Backbone Support, Network Implementation Support, NOC support, Infrastructure Support, Managed Services
Desired Candidate Profile
Education:(UG - Any Graduate - Any Specialization, B.Sc - Any Specialization, B.Tech/B.E. - Any Specialization) OR (PG - Any Postgraduate - Any Specialization, Post Graduation Not Required, M.Tech - Any Specialization, MCA - Computers, M.Sc - Any Specialization) AND ( Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required)
Please refer to the Job description above
Company Profile
Cisco Systems (India) Private Limited
Cisco is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Founded in 1984 by a small group of computer scientists from Stanford University, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies since the company"s inception. This tradition of innovation continues with industry-leading products in the core areas of routing and switching, as well as advanced technologies in areas such as Unified Communications, Network Security, Video, Virtualisation and Cloud Computing.
Cisco Global Facts
Incorporated on December 10, 1984 in California
Went public on February 16, 1990. NASDAQ NM: CSCO (Common Stock)
Over 71,000 employees
John T. Chambers is the Chairman and Chief Executive Officer, Cisco
FY"11 Revenue: $43.2 billion
Cisco India
With sales and marketing operations spread across key cities in India and a software development centre in Bangalore, Cisco leads the networking market in core technologies of routing and switching, as well as WLAN and network security.
Cisco India Facts
Cisco India commenced operations in 1995
India, as a region, is part of the APAC theater
Cisco has 7 Sales Offices in the region - New Delhi, Mumbai, Bangalore, Chennai, Pune, Kolkata and Hyderabad.
India headcount is 7600+ including R&D, sales and business support staff
Cisco Global Development Center is in Bangalore, this is the largest outside of the US
i. Joint Development Centers with Wipro Technologies and Infosys Technologies in Bangalore; HCL Technologies in Chennai and Zensar Technologies in Pune
Cisco"s go-to-Market strategy is through partners
i. 2000+ Partners
ii. 10 Gold Certified Partners
iii. 8 Silver Certified Partners
iv. 4 Distributors
India Market Share Leadership
Core Technologies
Router (52.2%)Switch: (56.7%) Total LAN: 54.45%(Source: IDC LAN Tracker, Sept 2011)
Advanced Technologies
WLAN: 21.17%(CY -Q2"11, IDC, Sept 2011)
Security: 35.66%(CY, Q2"11Frost & Sullivan, Oct 2011)
Enterprise Telephony: 28.95%(CY Q1'11, Frost & Sullivan, June 2011)
IP PBX: 42.81%(CY Q1'11, Frost & Sullivan, June 2011)
For further information about Cisco India, please visit: http://www.cisco.com/in
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