Technical Support Manager – Security

Technical Support Manager – Security

LOCATION:
Krakow, Poland

AREA OF INTEREST
Customer Experience

JOB TYPE
Professional

TECHNOLOGY INTEREST
Networking

JOB ID
1366550

It’s an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it’s using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network and software becoming at the heart of technology, Cisco is entering an exciting new era. The concept of the network as the platform for transforming life’s experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience.

What You’ll Do

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. On top, having software management skills will be considered advantageous. He/ She will be responsible for:

• Building high performance teams and developing people, creating a shared vision
• Managing the activities of a team of skilled network engineers with responsibility for results in terms of customer service satisfaction
• Manage workload among team members, including implementation of innovative case management techniques.
• Participate in developing a strategic plan to support business growth, improve customer and employee satisfactions and ensure the operational excellence and talent development
• Implement, coordinate, and participate in site programs to ensure attainment of business plan for strategic goals
• Manage organization operations by directing and coordinating activities consistent with established goals, objectives, budget and policies
• Ensure on-going performance improvement by designing and deploying systematic processes aligned with department objectives
• Provide customer / partner engagement for critical customer issues as required

Who You’ll Work With

Cisco CX Centers team is a dynamic and growing organization of customer support engineers or consulting engineers who support or deliver services to Cisco customers.

Who You Are

Cisco CX seeks a talented leader for a team of skilled network engineers who respond to complex service requests and resolve customer issues. You will handle escalations and accept 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.

You will manage the day-to-day operation and work closely with and build strong working relationships with cross functional teams including the Business Unit, the theater field teams, Infra Operations Teams and Cisco Global TAC teams to provide support and strive to provide consistent, high quality support to ensure best customer experience.

Main requirements:

• At least 5 years in a role with customer-facing support management responsibilities.
• Demonstrated experience in leading teams of direct reports/initiatives, effective people management, leadership, and development skills
• Understanding of and experience in leading a team
• Strong written and verbal communication, listening, negotiation and presentation skills
• Experience of improving productivity and efficiency in processes. Demonstrated strategic and tactical skills in the area of operational excellence
• Excellent working relationships with other customer-facing and delivery organizations within Cisco and with appropriate business units
• Managerial/professional experience in multi-stakeholder environment.
• Ability to clearly explain technical concepts and requirements to a wide audience.
• Role model for Cisco’s culture and values
• Role model for Cisco’s culture and values
• Individual should be results-oriented, show strong initiative, be customer-focused, recognize effort and contributions, create a team environment, effect change, influence within and outside the organization
• University Degree or equivalent is required

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Cisco Covid-19 Vaccination Policy

The health and safety of Cisco’s employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

Prosimy powołaj się na portal Mamo Pracuj składając aplikację

W Cisco wierzymy w potęgę technologii i możliwości jakie daje ona organizacjom na całym świecie, a naszym celem jest tworzenie inkluzywnej przyszłość dla wszystkich. Zatrudniamy obecnie 80 tys. pracowników w 95 krajach, w tym 2,5 tys. w Polsce, a nasze...