CFTS - Technical Support Manager

Technical Support Manager

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

The job family spans across multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for research and/or research development of product, services, and solutions for HPE's portfolio. Requires a broad knowledge and application of engineering disciplines, methodologies and tools.

Job Family Definition for Executive Levels only: Directs and manages a diverse team of engineering professionals performing research, development, design and/or implementation of products, services, solutions for the company's portfolio. Responsible for creating and communicating technical strategy within the organization and/or across the function.

Management Level Definition: Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Staff members' work may involve strategic issues. Recruits and supports development of direct staff members. Typically reports to MG2 or Director.

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

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

What You'll Do

Responsibilities:

• Manage and lead a team of high performance Technical Support Engineers who delivers focused and dedicated support to a CFTS Customer vertical (Telcom, Enterprise, Cable, Cloud etc).
• Deliver remarkable and 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.
• Responsible 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 stakeholders.
• 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.

What You Need to Bring

Preferred Work Experience:

• Past work experience in networking technologies: TCP/IP, Routing protocols, ISP network architecture etc.
• Prior work experience in TAC team, Service provider environment and managing their end customers.
• Excellent understanding of 24x7 TAC operations in supporting global customers and their critical network activities of Service Provider and Cable vertical.
• Proven record in Hiring and managing technical talent with varied experience.
• Creating an open, energetic, and problem-solving culture in the team.

Personal Attributes:

• Customer Advocacy – Be the Customer's advocate in the organization.
• Excellent Communication Skills – Clear and crisp communication (email and verbal), Ability to adapt the communication based on the audience.
• Ownership and Problem – Solving mindset
• Ability to work with different stakeholders for outcomes.
• Obsess about Quality – Strive for delivering quality output in every interaction.
• Encourage diversity and innovation.

Qualification:

• Engineering Graduate with 12+ years of networking experience, includes 3+ years of relevant Support operational and People Management experience.
• Juniper products knowledge and Junos experience / certifications would be an added advantage.

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.