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As a Senior Support Manager, you will lead the establishment and growth of a new Cisco Meraki Support Team in Bangalore, India. This role is pivotal in building a strong team that will provide outstanding support to our global customers. The ideal candidate will have a strong background in team leadership, technical contact center management, and a deep understanding of Cisco Meraki products and services.
Responsibilities:
Establish and champion a positive, inclusive, high-performance culture within ouR new support team based in Bangalore, India.
Develop an environment that encourages collaboration, innovation, and continuous improvement.
Develop and execute a comprehensive staffing plan to recruit top talent for the support team.
Oversee the hiring process, including interviewing, selecting, and onboarding new team members.
Recruit and hire first-level managers to work closely with support engineers, ensuring effective team management and support delivery.
Build and maintain strong collaboration with teams within Cisco, including engineering, sales, product management, and especially other Cisco Customer Experience Teams.
Collaborate with global support teams to ensure alignment and consistency in support delivery.
Identify and procure suitable office space in Bangalore to accommodate the new support team.
Ensure the office space is equipped with the necessary infrastructure and amenities to support hybrid working arrangements.
Drive team performance based on established Key Performance Indicators, Key Results, and support-wide initiatives.
Monitor and analyze team performance, providing regular feedback and coaching to ensure continuous improvement.
Staff teams that provide support coverage overlapping with APJC and EMEA regions to ensure detailed follow-the-sun support operations.
Coordinate with regional support leaders and teams for consistent and high-quality support delivery.
Develop and implement policies and practices to support a hybrid work model, allowing team members to work both on-site and occasionally from home.
Support a comprehensive training program for new hires to ensure they are well- equipped to support Cisco Meraki products and services.
Coordinate the creation of an on-premises lab to facilitate hands-on training and troubleshooting for our Support Engineers and Leaders.
Qualifications:
3-5 years progressive responsibility in support/helpdesk role
Minimum of two years of experience in a management role
Proven ability to lead in a customer-centric support role
Working knowledge of Wireless, Routing, Switching, Voice, Cloud Networking Concepts
Relies on extensive experience to guide complex and sensitive customer problems to resolution
Ability to think strategically and critically about Meraki s goals by compiling data from both performance numbers along with other subjective observations
Excellent communication skills, both written and verbal
Exceptional time management skills
A real passion for leading and working with others and having a role in the professional growth of other
