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Technical Support Manager – Switching (Juniper Networks India Pvt Ltd)

  • Technical Support
  • Full time
  • 2 weeks ago
  • Banglore

Job Information

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    Salary Not Disclosed Not Disclosed / Monthly
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    Shift Round
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    No. of Openings 10 openings
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    Job Level : Senior
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    Job Experience : 4-9years
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    Job Qualifications bachelors or above

Job Description

Company Name: Juniper Networks India Pvt Ltd

Designation: Technical Support Manager – Switching

Location: Bangalore/Bengaluru

Experience: 4 – 9 years

Qualification: UG :Any Graduate

PG :Any Postgraduate

Job Description: 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.

Salary: Not Disclosed

Website: https://careers.juniper.net/#/jobdescription?jid=1001900

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