- Understand and meet customer agreements (SLO/SLA/commitments)
- Follow and participate in the improvement of established team processes
- Identify and adhere to cost reduction measures
- You are encouraged to follow established team processes
- Understand ITIL framework (Event, Incident, Change & Problem Management)
- Collaborate with peers and multi-functional teams.
- Maintaining knowledge required to perform role effectively
- Participate in regular synch ups
- Actively share / develop innovation and automations for continued improvement
Leader, Customer Delivery - Bengaluru, India - Cisco
Description
What You'll Do
Become part of Cx Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, enhances the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more visibility than customers can on their own. All CMS team members are encouraged to give in the following areas:
Cisco Managed Services seeks a Manager to lead teams of customer support engineers who deliver Remote Management Services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.
Role & Responsibilities
In this highly visible role as a Manager of CMS, you will:
● Supervise the activities of a Customer Support Engineers' team with responsibility for results in terms of customer service satisfaction
● Workload management among team members, including implementation of innovative ticket/case management techniques
● Assumes leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements
● Participates in major cross-functional projects affecting Cisco business, product, or service leadership
● Identify and work on issues that affect worldwide CMS teams
Who You'll Work With,
The Cisco Managed Services team provides technical support for networking solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation via independent troubleshoot & debug solutions for Cisco customers, partners, account teams and other relevant stake holders
Who You Are,
You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer happiness is your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors. You are a technically capable of resolving major incidents within your technical expertise and understand the fundamentals of troubleshooting.
Minimum Qualifications
● Typically requires BE or B.Tech or equivalent with 12+ years-related experience
● Experience in customer support, knowledge of Cisco products in Routing & Switching domain
● Possess 5 years' prior management experience (desirable)
● Possess 2 to 4 years' experience of managing a Network Operations Center (NOC)
● Good understanding & experience in leading a team by applying all elements of Technical Support
● Proven business and technical expertise and extensive customer service engineering experience
Desired Skills
● Demonstrates strategic skills
● Demonstrated industry awareness
● Operational mind-set and disposition
● Comfortable working in a dynamic and evolving organization and service
● Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments