Cisco Umbrella is a leading provider of network security and DNS services, enabling the world to connect to the Internet with confidence on any device, anywhere, anytime. The company’s Umbrella cloud-delivered network security service blocks advanced attacks, including malware, botnets and phishing threats. Our predictive intelligence engine uses machine learning to automate protection against newly-discovered threats before they can reach our customers.
Who You Are
Cisco Umbrella is looking for an experienced regional cloud security Support Manager. The ideal candidate will be independent, self-motivated, able to communicate with our global team, and possess a strong work ethic. The Regional Technical Support Manager will be taking on an already-established team in their region, and will be responsible for overseeing that team on a daily basis.
Responsibilities:
Address Level 2 escalations
Ensure forums are monitored
Oversee daily thread emails
Help with handoffs between shifts
Manage PTO/WFH Calendars across all shifts
Act as a buffer for technical issues between CSRs and TSE’s/MGMT
Responsible for team meetings, standups, retros
Organize regional team lunches and events
Help schedule training for new hires
Meet with TSE’s regularly to improve processes
Liaison with other departments
Triage hot issues as they come in
Organize and oversee problem/incident tickets
Make sure everyone is logged in to phones
Triage queue each shift for spam, manual escalations, etc,.
Provide assistance with onboarding new agents
Send daily updates to senior managers
Check in with your reports weekly, report up to manager
Education & Experience:
2-5 years relevant work experience in a cloud security technical environment required
Must have a technical background, with an understanding of basic networking principles, such as DNS, TCP/IP, etc,.
Must have strong leadership experience leading a SaS team
A love for helping customers and delivering satisfaction.
Strong written and verbal communications skills.
Superior customer service skills – Customer Focused.
A college degree from an accredited university or equivalent experience
BS in Computer Science/Information Systems or equivalent technical experience preferred.
Strong oral communication skills, including the ability to present technical information in user-friendly language.
Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve.
Ability to handle constantly changing flow of traffic: remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to prioritize and work responsibly with or without direct supervision.
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco’s employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
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