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Meraki Escalations Manager Jobs
Company | Cisco Meraki |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Computer Networking Products |
Expires | 2023-08-25 |
Posted at | 9 months ago |
Meraki is looking for a Support leader that is excited to grow and evolve our global Escalations team into the next generation of high-touch technical support for Meraki’s most valuable customers! You will manage a team of highly skilled Escalations Engineers that assist in coordinating engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve overall customer experience. An average work day may consist of strategically supervising incoming critical issues, monitoring the progress of customer concern call/threads, and holding one-on-ones with direct reports. This position requires 10% scheduled travel.
- Promote a strong documentation-first team culture with an editor’s eye for detail
- Preside over new, difficult situations with a controlled, scientific approach to problem-solving while leading regular one-on-one check-in meetings with each team member
- Coordinate the weekly Network Support Engineer rotational program
- Provide feedback on political and technical action plans for active customer concerns
- Raise the teams profile within the Support team by finding ways to better broadcast the team’s work and methodologies
- Acquire certifications and learn programming languages
- 40% team development
- Propagate the creation of in-depth documentation and lunch-and-learns from the knowledge that is gained from critical issues work
- Strategically plan, implement, and measure improvements to that process
- Work with internal Meraki business units to deliver a clear understanding of the Escalations process and solicit feedback
- 20% professional development
- Escalations workload and growth indicators, onsite engagement, and adoption of Support Cases
- Assign, review, and conduct post-mortems on critical issues
- Attend industry meetups, webinars, and conferences
- Develop the key performance indicators to articulate the teams business value at Meraki
- Stay current on networking standard methodologies and competitor solutions & explore new tools and investigate advancements in the field of computer networking
- Lead professional development initiatives for the team (programming, certifications, etc.)
- Facilitate daily stand-up and global handoff meetings
- Actively seek, identify, and onboard talent into the team from the wider Support organization and external sources
- 40% team management
- Work with the team to refine decision-making metrics regarding:
- Proficient in carrying out performance evaluations for team members
- Skilled in network troubleshooting (L1-L3)
- Minimum 3 years experience as part of a network support organization; minimum 2 years direct management experience
- Bachelor’s degree or higher in a technical field
- Proven experience in handling and resolving critical network issues
- Experience leading a team of approximately 6 or more direct reports
- Candid and can communicate broadly and often, providing clear purpose, direction, goals, and measures
- Disagree, Decide, and Commit. Someone who listens to & understands different opinions and allow them to influence the direction
- Trustworthy and committed to earning our team's trust every day through your actions and transparency
- Career Flag-bearer who is invested in your team's growth and development
- Results Driven and is resilient, optimistic, and passionate about our business results while never compromising customer, partner, and team relationships
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