Manager - Technical Services (TAC)

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Collaboration, Video, Networking, Security, Service Provider
  • Job Id
    1206785
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What You'll Do

 

In this very challenging role as a Technical services TAC Manager you will be leading a team of bright, talented and ambitious engineers and will be responsible for delighting our customers with top notch customer service. Among your important responsibilities:

  • Complete ownership of customer satisfaction with the service your team provides
  • Communicating with customers to ensure they are receiving the right support from your engineers
  • Should be able to work in shifts / weekend coverage
  • Perform part-time Duty Manager responsibilities
  • Will need to act as POC ( point of contact) for large accounts / customer segment
  • Critical issues management: CAP / RRR case ownership
  • Stay abreast of trends in technology and ensure that your team is well positioned to support the changing needs of the marketplace
  • Continuously innovate service and processes to ensure that we remain the best
  • Be a guide, mentor and coach to your team.

 

Who You'll Work With

 

Cisco Services helps customers around the world achieve business outcomes and solve their toughest challenges. Come and be a part of the incredible Cisco Technical Services team – we provide a compelling reason for customers to choose Cisco repeatedly.

 

Our teams solve the most difficult technical issues for the entire range of Cisco technologies. Our engineers are among the most competent in the business and a significant number of them are CCIEs . Our work is extremely challenging and dynamic and our customers depend on us to quickly solve complex issues and keep their networks humming. You will have an opportunity to lead, influence and challenge our high performing teams.

 

Who You Are

 

·        Engineering graduate with a strong technology background

  • Prior experience in working in a 24*7 environment, Global support organizations, NOC, SOC, TAC would be welcome
  • Demonstrated ability to learn and adapt quickly
  • 3-4 years’ experience in leading a technical team providing technical support to a large and diverse customer base
  • Understanding of programming languages, automation , cognitive skills would be a great asset
  • ITIL/ PMP certifications would be an added advantage
  • Understanding or prior experience in participating in TL9000 standards, ISO and JDPA audits 
  • Excellent written and verbal communication skills
  • Demonstrated people management and influencing skills
  • Strong customer focus and can do attitude

 

Desired Skills

  • Good understanding of networking with reasonably good knowledge of at least two or three Cisco products/technologies.
  • Good understanding of the technical services business
  • Ability to work effectively with and influence global network of stake holders
  • Ability to operate independently and make decisions quickly
  • Ability to work with peers in challenging situations
  • Ability to drive KPIs under challenging circumstances

 

Why Cisco

 

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

 

We Are Cisco.

 

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