Summary:
An exciting opportunity has arisen for a key services leadership position based in India servicing VIAVI products TestCenter, CyberFlood, and Avalanche. High Speed Ethernet L2+ and Network Security test segment.
As part of VIAVI Global Services (GS) organization the successful candidate will manage a team of highly skilled support engineers and have accountability for the operational excellence of the delivery of support services in selected BU’s, as well as leading improvement projects
The Sr. technical Support Manager will directly report to the Dir. Technical Support. Leveraging teamwork, leadership, close cooperation, and technical expertise the successful candidate will ensure the delivery of support services to the highest standards. This is an exciting leadership position that also offers considerable development potential to interested candidates
Duties & Responsibilities:
Responsibilities:
- Lead and manage a team of technical support engineers, setting clear expectations for execution, quality, and customer outcomes
- Deliver real time operational results, build organizational capability, and execute support strategy
- Provision excellent service - achieving internal and external objectives defined through
- Standard support service metrics, contracts, & service level agreements
- KPI include SLA’s onTL9000 metrics (Response First contact resolution response & backlog)
- Reporting and delivering BMS performance metrics
- Achievement of net promoter survey benchmark results
- Knowledge Management
- Contribute to incremental improvements in support processes, documentation, and tooling which enable consistent, high-quality case management, organizational flexibility, and resource sharing across support teams
- Improve employee engagement to achieve benchmark engagement performance (graduate to SME)
- Identify team training needs, implement training and represent team training requirements as part of the new product introduction process
- Be a customer advocate for key customer accounts in day-to-day service to avoid support escalations
- Manage escalations and work cross-functionally with engineering and product teams to address critical issues and provide input on product improvements
- Review results on a quarterly basis with BU GM, PLMs, and NA/LA sales manager
- Resolve customer technical issues that re-enforces their decision to buy Viavi
- Other duties as assigned
Key Measures
- Assist partners (BU and sales) to achieve VIAVI business growth through Satisfying customers
- Attain and continuously improve employee engagement and survey reported quality of service
- Attract, retain, and develop support talent.
- Work with engineering to attain TL9000 and BMS metrics Response, restoration & resolution
- Attain customer service contracts, SLAs
- Organizational and process effectiveness
Required Qualifications/ Skills/ Experience:
- Technical degree preferred Master’s degree or equivalent years and experience.
- 5-10 years’ experience in a networking and security performance fast moving technical support service function
- 5 years’ technical support manager experience and able to provide technical direction to a team of talented engineers
- Experience diagnosing, troubleshooting, and debugging networking equipment
- Experience with L2-7 protocols including but not limited to routing (BGP/OSPF/IS‑IS), switching/VLANs, ROCev2, QoS, IPv4/IPv6 & HTTP/S, DNS, TLS, DDoS, exploits, performance metrics.
- Network security device testing i.e. NGFW,SD WAN , PQC etc.
- Wireshark/TCP analysis
- Knowledge of virtualization and cloud services.
- Knowledge of network security concepts
Personal Skills/Attributes
- Self-motivated, well-organized, independent, highly analytical
- Process discipline
- Confident, great leader and team worker with effective and positive communication and interpersonal skills.
- Successful track record of developing strong, productive relationships across organizational boundaries.
- Capable of generating high levels of credibility with customers and internal senior level management
- Instils trust in the commitments given both internally and to our customers.
- Customer First mentality / Customer Intimate: Tenacious in solving customer problems and exceeding their expectations.
- Process Development and Implementation: Proven track record of leading the implementation of sustainable and innovative process improvements.
- Previous experience in technical support or related function is required.
Pre-Requisites / Skills / Experience Requirements: