CFTS L3-Service Provider Team- Technical Support Manager

Title : CFTS -Technical Support Manager

Location : Bengaluru, India

Summary :

Customer Focused Technical Support ( CFTS) Team is part of Juniper's Technical Assistance Centre (TAC) which provides designated senior support engineers with deep product knowledge to support their customers. These support engineer are experts in networking technology and skilled on customer network architecture, which enables them to deliver world class premium support to Juniper's customers.

This opening is for a Technical Support Manager for the CFTS team supporting all Juniper products (MX, PTX, ACX, QFX, EX, SRX etc.) and it's solutions to cable customer vertical.

Key Responsibilities (includes but not limited to the following) :

• Manage and lead a team of high performance Technical Support Engineers who delivers focused and dedicated support to a CFTS Customer vertical ( Service Provider).
• Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT).
• Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives.
• Metrics management and drive continuous / quality improvement initiatives.
• Analytic experience in using data / trends to make proactive decisions and drive operational efficiency.
• Resposible to deliver 12 / 7 coverage to CFTS global customers during India coverage.
• Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development.
• 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 to deliver consistent support to CFTS customers round the clock.
• Perform rotational Duty Manager role ( on call) for weekday and weekends.
• Create an innovative, open and high performing culture in the team.
• Demonstrate ownership – make timely, thoughtful and bold decisions.

Preferred Work Experience :

Personal Attributes :

Qualification :

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Skills Required

Networking Technologies, Routing Protocols