Role: Manager for L1 – JTAC
Experience: Overall 10+ years
Location: Bangalore
Summary:
Juniper Technical Assistance Centre (JTAC) is part of the Global Services division of Juniper Networks. JTAC provides multi-tiered technical services 24×7 to Juniper’s customers and partners worldwide. Our customers and partners trust this team to provide remarkable support during any mission critical situation. JTAC Engineers provide in-depth product expertise, focus on customer experience while demonstrating “Juniper Way” values.
This is a manager position for Juniper Level 1 Technical support team supporting Juniper’s Campus & Data-Center products (EX, QFX & QFabric) & technologies.
Key Responsibilities (includes but not limited to the following) :
Deliver Remarkable customer experience.
Engage with customers to address any dissatisfaction and drive corrective actions.
Manage and escalate critical customer issues to bring the right level of expertise.
Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan.
Develop Talent in the team aligning with the business objectives.
Create an innovative, open, and high-performing culture in the team.
Drive operational metrics and build process compliance.
Drive Continuous improvement and active participation in initiatives.
Demonstrate ownership. Make timely, thoughtful, and bold decisions.
Preferred Work Experience:
Excellent understanding of 24×7 Tech Support Operations in a global context, supporting critical network infrastructures of Service Provider, Cloud and Enterprise customers.
Proven record in Hiring and managing talent with varied experience. Creating an open, energetic, and problem-solving culture in the team.
Experience of using data/trends to make proactive decisions and avoid operational impact.
Prior experience in working with Product Engineering and Outsourced TAC teams.
Experience in a Technical Support environment supporting similar technologies would be a plus.
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.
People Leadership.
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:
Graduates with 3+ years of relevant Operational and People Management experience.
Relevant technical skills/certifications would be an added advantage.
Juniper is an Equal Opportunity workplace and Affirmative Action employer. We do not discriminate in employment decisions on the basis of race, colour, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
IndiaKarnataka Bangalore Months of experience required:60 Employment Type:This is an immediate hire position, working remotely in Bangalore for our Bangalore...
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