Job Description
We believe that when passionate people can spend less time struggling with technology, they can spend more time on what matters - like teaching children, running businesses, keeping airports safe, and connecting disaster victims with relief. That’s the real power of simplicity. Cisco Meraki is the leader in cloud-managed IT, thanks to our creative, inclusive, fearless team that is driven to simplify technology so the world can simply work!Cisco Meraki has grown to become an industry leader in the IT space, with over 500,000 plus customers and with over 3 million active networks and counting around the world. We have a comprehensive set of solutions which allows customers to seize new business opportunities and reduce operational costs. Meraki is known for simplifying powerful technology through our products and services - and for the people behind them. As the fastest-growing cloud-managed networking team in the world, our products and technology architecture are changing the face of networking and making cloud-managed IT a reality.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 roleMinimum of two years of experience in a management roleProven ability to lead in a customer-centric support roleWorking knowledge of Wireless, Routing, Switching, Voice, Cloud Networking ConceptsRelies on extensive experience to guide complex and sensitive customer problems to resolutionAbility to think strategically and critically about Meraki’s goals by compiling data from both performance numbers along with other subjective observationsExcellent communication skills, both written and verbalExceptional time management skillsA real passion for leading and working with others and having a role in the professional growth of otherAt Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
