Technical Support Manager

• Manage and lead a team of high performance Technical Support Engineers
• Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
• Hire, Train & Retain Technical Talent in the team
• Metrics management and drive continuous/quality improvement initiatives
• Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
• Deliver 12/7 coverage to CFTS global customers during India coverage
• Set team goals aligned with company objectives & key results (OKR)
• Build lasting relationship with customer, partner, field team and other internal stake holders
• Manage customer escalations, participate in customer meetings and reviews
• Partner with cross functional team like Sales, Advance Services, Professional Services to meet customers objective and achieve service level agreement (SLA)
• Collaborate with Testing, Development, Technical documentation, global CFTS team
• Perform rotational Duty Manager role (on call) for weekday and weekends
• Create an innovative, open and high performing culture in the team

• Engineering Graduate with 12+ years of networking experience
• 3+ years of relevant Support operational and People Management experience
• Past work experience in networking technologies: TCP/IP, Routing protocols, ISP network architecture
• Prior work experience in TAC team, Service provider environment and managing their end customers
• Excellent understanding of 24x7 TAC operations in supporting global customers
• Proven record in Hiring and managing technical talent
• Juniper products knowledge and Junos experience/certifications would be an added advantage
• Customer Advocacy
• Excellent Communication Skills
• Ownership and Problem-Solving mindset
• Ability to work with different stakeholders for outcomes
• Obsess about Quality
• Encourage diversity and innovation

Juniper products knowledge and Junos experience/certifications would be an added advantage

• Health & Wellbeing benefits
• Personal & Professional Development programs
• Unconditional Inclusion environment
• Comprehensive suite of benefits supporting physical, financial and emotional wellbeing