19 days old

Services Manager (Designated Service Manager) 1329700

Cisco Systems Inc.
Minato, Japan

JOB DESCRIPTION

Who You'll Work with

The Business Entity

The Cisco Technical Services group provides world-class support for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team

Customer Experience High Value Services Organization seeks a Designated Service Manager

with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding services and driving product adoption.

What Youll Do

The Cisco Support Services group provides world-class support for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

In this role, you will be responsible for providing technical assistance to Customer Success Managers and help them overcome technical barriers that customers might experience as they deploy and use our products. You will report to a Technical Support Manager.

The Designated Service Manager (DSM) has the skills of a highly hardworking, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, DNS issues, network configurations problems, and assistance with sophisticated product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.

Core Deliverables:

Provides Jumpstart services

Provides Implementation advising and assistance

Provide Proactive Product Assistance

Provides Integration and Change Management assistance

Provides assistance with Deployment Readiness and Planning

Provides Migration and Upgrade Assistance

Provides Solution Audits and Tune-Ups

Provides Health Check and Progress Reviews

Provides Best Practice consultation

Provides Incident Management and Escalation Support

Provides full-onboarding program for new customer helpdesks and IT teams

Provides customized configuration support

Who You Are

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Required Product Knowledge and Technical Skills:

Cisco ISE, Next Gen Firewall, AMP4E, Any Connect

Cisco Email Security Appliance (ESA & CES (Cloud Email Security))

Cisco Web Security Appliance (WSA)

Cisco Security Management Appliance (SMA)

Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP

UNIX system administrator skills

Soft Skills:

Strong analytical and troubleshooting skills.

Ability to handle critical customer issues/problems.

Able to determine problems and deliver known solutions with a high level of customer satisfaction.

Ability to determine root cause and resolution for previously unknown problems.

Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.

Exercises judgment within defined procedures to determine appropriate action.

Good verbal communication skills.

Interacts across TAC teams and development teams at peer level.

Ability to work effectively with and provide guidance to other members of the work group.

Promotes and solicits ideas within project team(s).

Receives minimal supervision.

Receives no instruction on routine work and general instruction on new assignments.

Ability to analyse, use and configure small to medium networks.

Proven crisis management skills.

Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

Applies known solutions to solve problems.

Typically interfaces with account teams, customer success managers, TAC/AS and BE.

Minimum Qualifications

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Minimum 4-8 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.

Microsoft Exchange, Office 365 or comparable email server technologies

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience.

Desired Qualification

Bachelor's degree (or equivalent experience) is required

CCNA desired

CCIE Added advantage

We Are 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. 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 colourful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool.

Categories

Posted: 2021-04-16 Expires: 2021-05-16

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Services Manager (Designated Service Manager) 1329700

Cisco Systems Inc.
Minato, Japan

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast