Manager, Global Technical Support - Remote Site, México - Ciena

Descripción

First level manager leading a team of engineers in providing 7x24x365 technical support of global customer installed base for Ciena products.

• Lead a team of GTS engineers, potentially located across more than a single physical geography
• Establish & monitor team performance expectations through annual Ciena HR process, providing regular feedback & coaching as necessary
• Assist engineers to develop in their support role and progress towards future career objectives
• Performs other people management related obligations and duties, such as disciplinary, performance management, hire and termination.
• Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required
• Ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function
• Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage
• Provide input as required for GTS and / or Engineering operational reviews
• Participate as Management Escalation contact as required by organizational structure to enable 7x24x365 coverage
• Influence business community as customer advocate to drive resolution of product issues as well as to drive product improvement initiatives into Engineering, PLM, Quality, etc.
• Facilitate collaborative relationships between immediate team and peer GTS team, as well as between immediate team and other Ciena teams / organizations to ensure high level of CSAT
• Represents the department effectively & professionally as required, both internally as well as to customers
• Will serve other needs of the Director to make their day-to-day activities more manageable.