Job Description: 
Position: Manager, Global Advanced service
Business Unit: Juniper Advanced Services
Location: Bangalore

 

This position is for the Manager of Global Advanced Services,  Juniper Networks.

We are looking for a people Manager, preferably experienced in managing bug scrub operations, service delivery management, customer success,  remote consulting operations, TAC support operations, or release management.

Role and Responsibilities

The selected candidate will report to the Juniper Global Advance services Sr Manager or Director in the Juniper Networks services organization. AS Manager will be responsible for managing a team of engineers/Technical service advisors. The team will produce and deliver various defect/bug reports, customer product health reports, reviewing open cases, RMAs and bugs, and remote consulting services across all Juniper products in routing, switching, security, and cloud domains. Responsibilities include but not limited to:

Business :

Strong customer advocacy, focus, and passion to deliver accurate and value-added deliverables to the customersUnderstand the customer needs, work with Services PLM to explore newer deliverables to improve customer experienceDrive customer experience through delivering outcomes, engage with the customers (internal and external)  to understand the potential gaps and drive necessary actions, Drive outcomes, and continuous improvement in terms of service quality and time to delivery.Engage with global teams for effective coordination of the deliverablesEngage with Juniper Engineering with a keen desire to improve existing processes.Engage with IT and manage in-house tools migrations and development projects.Keep looking for potential ways and leverage automation to replace manual processes with smart tools.Participate in organization-wide quality initiatives with a vision to improve customer experience

 

People :

Hire and develop a team of enthusiastic engineers with strong analytical skills, Networking knowledge, and Juniper product expertiseCreate a culture of innovation, learning attitude, and structures to support the growth of direct reportsKnow your direct reports' areas of expertise and interests and enable them to play to their strengths.Ensure that employees have opportunities to raise questions, concerns, and/or provide feedbackOwn the critical role of communication conduit of organization-wide context and information that impact the direct-reports.Recognize and reward accomplishments

 

Personal attributes:

Passion for World Class Customer ExperienceExcellent Communication and Interpersonal skillsPeople Leadership Strong problem-solving skillsCustomer/stakeholder engagement skills

Technical background

Candidates with a strong background in Networking and Automation will be preferred. Verifiable experience in network support/services roles, Dev ops, and Consulting services will have weightage. Juniper products understanding is a plus.