Network Operation Team Leader

  • Location:
    Riyadh, Ar Riyad, Saudi Arabia
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1218940
New
The Business Entity
Cisco CMS seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Customer Management Services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.

The Team
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the network operation team for some of Cisco's biggest customers. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Roles & Responsibilities:
Supervises the activities of a NOC Fault Management team with responsibility for results in terms of customer service satisfaction
Aligning with Cisco NOC strategy and directions and those of the customer and drives achieving the NOC objectives through the Fault Management team
Implementation and monitoring of service levels required to increase customer satisfaction and resolve business process issues.
Workload management among team members, including implementation of innovative ticket/case management techniques
Assumes leadership role in CMS or cross-functional teams within the NOC to drive service delivery and/or product improvements
Participates in major cross-functional projects affecting Cisco business, product, or service leadership
Identifies network problems and works on enhancing the overall network operation KPIs
Provides management guidance to all levels of exempt employees on accomplishing goals
Work is reviewed and measured based on attainment of objectives and overall success of department.
Prepare Weekly Operation Reviews with key Customer and Cisco personnel
Prepare Monthly Service Reviews (MSRs) with key Customer and Cisco personnel. The MSR report details key operational metrics, provides a monthly view of CMS service delivery performance measured against agreed upon Service Level Objectives/Agreements (SLO/SLAs) and addresses outstanding CMS operational issues
Participate in preparing Quarterly Business Reviews (QBRs) with key Customer and Cisco personnel. The QBR report details month-over-month trending of key operational metrics, provides a quarterly view of CMS service delivery performance measured against agreed upon Service Level Objectives/Agreements (SLO/SLAs), and addresses outstanding CMS operational issues.
Collaborative service level reporting (working with partner) including follow-up within Cisco and with the Customer on identified gaps to help ensure improved performance.
Support Sales and Business Development in creation and successful execution of Statements of Work.
Interact regularly with CMS Management regarding the delivery of services and on-going initiatives.
Support Service Activation activities: providing Day 2 delivery SME support, review and revise operations manual and run books to ensure alignment of all key Cisco representatives in support of the customer.
Contribute in preparing and implementing the needed exceptional Operation plans as per the customer requirements including the special events Operation plans.
Manage the communication within the customer and internal within Cisco including the incident notifications and escalations.


Minimum Qualifications

BA/BS/BE qualified (favorable - IT, Computer Science, Electrical Engineering).
15+ years of experience in a operation management role in a NOC
Should possess 8+ years-prior management experience is highly desirable
Technical knowledge in the following technologies and platforms : MPLS, BGP, ISIS, STP, QoS, MCAST, IPSec, C7600,ASR9K,GSR,CRS,NCS,ME3400
ITIL Certified
CCIE SP Certified and CCIE RS is a plus.
Complete understanding of and experience in leading a team in applying all elements of Technical Support
Proven business and technical expertise and extensive customer service operation experience
Experience in the systems integration of leading edge technology or large scale/multi-vendor networks.
Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components.
Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
Develop business reports using Adhoc Reporting tool
Demonstrated industry awareness
Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment
Demonstrate high-level of maturity and confidentiality
Attention to detail and stellar interpersonal skills
Possess core skills in: problem solving, negotiating, business writing, customer relationship management, effective presentation, and active listening.

Desired Skills:

Experience in customer facing network operation , knowledge of IP/MPLS and the competitive marketplace.
Should possess 8+ years-prior management experience is highly desirable.
Complete understanding of and experience in leading a team in applying all elements of Network Operation
Proven business and technical expertise and extensive customer service engineering experience
Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
Demonstrated industry awareness
Manages Network Operation Engineers of all levels; generally responsible for a team of 15 to 20+ people
Bilingual (Arabic, English) is highly desired.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
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