20 days old

CMS NOC Leader (Manager)

Cisco Systems Inc.
San Jose, CA 95135
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What You'll Do

Customer Experience at Cisco is a team of world-class professionals whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your 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!

As a Manager in our world-class team you will lead a team who deliver managed services support for enterprise networks, remotely. You will handle critical issues and assume ownership ofOut 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. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

Who You'll Work With

Our team is highly skilled, dynamic, diverse, and passionate engineers and incident managers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team. The team is a good mix of engineers with varying experience (from 3 years all the way to 20 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table. Our team has global presence located in 1 US centers, 2 centers in EMEA and 2 India centers.

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 are in your DNA. You have excellent verbal and written communication skills. You can see the big picture even when analyzing multiple complex factors. You are capable of leading the resolution of major incidents by providing leadership and accountability, and actively engaging Cisco and Customer/ Partner or 3rd party teams.

Required Skills/Capabilities:

  • Must be fluent in English and Spanish
  • Experience in customer support, knowledge of Cisco Routing & Switch technologies and other industry Collaboration technologies
  • Operational mind-set and disposition
  • Ability to work across organization and cross-corporations.
  • Comfortable working in a dynamic and evolving organization and service.
  • Possess 2 to 3 years of leadership experience
  • Possess 1 to 2 years of experience leading Technical Support teams or Network Operations Center (NOC) teams
  • Extensive customer service engineering experience
  • Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
  • Ability to formulate and deliver sophisticated presentations throughout Cisco, customer technical departments, and leadership audiences
  • Willing to travel 5-10% of the time for customer visit.

Education:

  • Typically requires BSCS or BSEE or equivalent plus 5+ years-related experience

Other Responsibilities include:

  • Manages customer support engineers of various skill levels, geographies; generally responsible for a team of 10+ people
  • Supervises the activities of a Customer Support Engineering 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 Customer Experience and parallel teams to drive service delivery and/or product improvements
  • Represents CMS in customer briefings and on-site tours
  • Participates in major projects affecting Cisco business, product, or service leadership
  • Identifies and works on issues that affect global CMS and TAC teams
  • Work is reviewed and measured based on attainment of objectives and overall success of department

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

 

 

 
Posted: 2021-05-26 Expires: 2021-06-26
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CMS NOC Leader (Manager)

Cisco Systems Inc.
San Jose, CA 95135
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