Candidate should be Engineering Graduate with 15+ years of networking experience, includes 5+ years of relevant Support operational and People Management experience. Juniper/ Aruba products knowledge and Junos/ AOS experience/ certifications would be an added advantage.
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 24×7 TAC operations in supporting global customers and their critical network activities.
- Proven record in Hiring and managing technical talent with varied experience.
- Creating an open, energetic, and problem-solving culture in the team.
Key Responsibilities
- Manage and lead a team of high performance Technical Support Engineers who delivers focused and dedicated support.
- Deliver Remarkable & 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.
- 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 stake holders.
- 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 teams to deliver consistent support to ARC/ Premium customers
- 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.
Company Profile
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.
