1+ months

MANAGER.CUSTOMER DELIVERY

Cisco Systems Inc.
Bengaluru, KA 560002

What Youll do

  • Supervises the activities of a CSE team with responsibility for results in terms of customer happiness and delivery assurance
  • Leading a forward-thinking, hardworking and ambitious engineers
  • Be a guide, mentor and coach to your team and Provides management guidance to all levels of exempt employees on accomplishing goals
  • Workload management among team members, including implementation of innovative ticket/case management techniques
  • Works with little or no direction and is mindful of interpersonal goals and objectives.
  • Mentors other managers in management and Cisco practices
  • Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
  • Represents CMS in Executive Briefing Centre's and TAC tours
  • Participates in cross-functional projects affecting Cisco business, product, or service leadership
  • Work is reviewed and measured based on attainment of objectives and overall success of department
  • Communicating with customers to ensure they are receiving the right support from your engineers
  • Continuously innovate service and processes to ensure that we remain the best.

Who Youll Work With

CX is a team of technical guides whose #1 focus is to deliver outstanding customer experience. We help seek the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through excellent financial results, growing customer happiness metrics, industry recognition, and employee happiness scores

The Cisco Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to problem seek.

Who You Are

Attributes of a Successful Candidate

We are looking for new talent with the following qualities and skills:

  • Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment
  • Demonstrate high-level of maturity and confidentiality
  • Attention to detail and stellar interpersonal skills
  • Possess strong presentation and communications skills
  • Have strong time management skills.
  • BA/BS/BE qualified (favourable - IT, Computer Science, Electrical Engineering).
  • 12+ years of experience in a technical management role in a NOC

Desired Skills

  • Experience in customer support, knowledge of Unified Communications and the high-reaching marketplace
  • Should possess 4+ years-prior management experience is highly desirable
  • Complete understanding of and experience in leading a team in applying all elements of Technical Support
  • Proven business and technical expertise and extensive customer service engineering experience
  • Demonstrates strategic skills
  • Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
  • Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
  • Demonstrated industry awareness
  • Manages CSEs of all levels; generally responsible for a team of 10 to 15 + people


Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Heres how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.


Categories

Posted: 2019-10-21 Expires: 2020-01-03

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MANAGER.CUSTOMER DELIVERY

Cisco Systems Inc.
Bengaluru, KA 560002

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