Senior Manager of Site Enablement
Ciel HR View all jobs
- Andhra Pradesh
- Permanent
- Full-time
- Ensure effective and successful execution of Remote Technical and Design teams
- Ensure the teams provide excellent customer service and meeting SLAs
- Ensuring integrity and availability of solutions, as well as, the ability to identify efficiencies and gaps.
- Establishing and maintaining measures/procedures to ensure integrity, adherence to process, and performance of remote teams
- Owner and maintain a Ticket Management and resolution play book.
- Building standards and the ability to continuously evolve standards for better customer outcomes.
- Liaise with other departmental heads to plan and implement action plans for improved execution, as well as, technical and design processes.
- Support Project Management and Sales
- Orchestrate daily effective ticket assignment, delegation, and appropriate escalation.
- Evaluate problems and provide applicable solutions to meet macro and micro-outcomes.
- Seek to overcome challenges and accept failure as an opportunity for improvement.
- Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables.
- Provide data and reporting of KPI's and trends to Management in ad-hoc, weekly, monthly and as needed.
- Set a clear team schedule, goals, and expectations.
- Manage timesheets, time-off requests, and capacity of the team.
- Delegate tasks and set deadlines.
- Conduct One-On-Ones
- Utilize our ticketing platform to manage team performance and report on metrics.
- Perform regular ticket audits to recognize success and identify opportunities for improvement.
- Participate in the interview process to vet qualified team members.
- Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
- Listen to team members' feedback and resolve issues or conflicts in a timely manner.
- Ability to make critical decisions while following company procedures.
- Ability to accept responsibility and account for own actions.
- Display original thinking and creativity.
- Develop innovative approaches and ideas and generate suggestions for improving work.
- Review outcomes to promote successful behaviors and provide feedback opportunities for growth.
- Identify team member development needs and coach accordingly.
- Provide new hire training and participate in 90 Day Introductory Evaluations.
- Recognize high performance and reward accomplishments.
- Remote desktop support
- Desktop applications
- Enterprise level network architecture
- Complex LAN/WAN environments
- VPN technologies (L2TP, IPsec, OpenVPN, etc.)
- Network security (Cisco, SonicWall, Cradlepoint, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Various operating systems (Linux, MacOS, Windows)
- Security protocols (HTTPS, TLS/SSL, AES, etc.)
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Networking and configurations (Switching, routing, firewalls, etc.)
- Web technologies (XML, HTML, CSS)
- Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.)
- Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
- 8+ years' experience in a technical support, helpdesk, or network support management or similar industry experience.
- Experience with managing customer facing teams.
- 2+ years' experience managing staff of more than 25 people.
- Demonstrate an ability to collaborate with the US functional manager for driving business objectives
- Ability to organize and delegate work, and track SLAs towards providing excellent customer service.
- Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
- Bachelor's Degree preferred, or equivalent combination of education, training, and experience.
- Strong communication skills - written and verbal
- Ability to work effectively with remote teams
- CAD experience is a plus.
- Preferred IIT/Prestigious Engineering Institutes.
- CCNP/CCSP, or equivalent certifications in network administration and security will be a strong plus.