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Designated Service Manager

Company: Cisco Systems, Inc.
Location: Richardson
Posted on: November 19, 2021

Job Description:

The Business Entity The Cisco Customer Experience Organisation provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us! The Team Customer Experience Organization Software Support Service team seeks a Designated Service Manager with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding & adoption services and provide proactive life-cycle support. Role & Responsibilities In this role, you will be responsible for providing technical assistance and adoption support to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer Support. The Designated Service Manager (DSM) has the skills of a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, user environment complexity, adoption barriers, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features. Core Deliverables: * Provides Product Adoption support * Provides Product Implementation advising and assistance * Provides assistance with Deployment Readiness and Planning * Provides Migration and Upgrade Assistance * Provides assistance with Product Integration * Provide Change Window Support * Provides Solution Audits and Tune-Ups * Provides Health Check and Progress Reviews * Provides Best Practice consultation * Provides Incident Reiveiw and Escalation Support * Provides support to customize product configuration Required Product Knowledge and Technical Skills on One or More Products or Similar Technologies: * Cisco Email Security Appliance (ESA) * Cisco Cloud Email Security (CES) * Cisco Security Management Appliance (SMA) * Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP * UNIX system administrator skills Soft Skills: * Strong analytical and troubleshooting skills. * Ability to handle critical customer issues/problems. * Able to determine problems and deliver known solutions with a high level of customer satisfaction. * Ability to determine root cause and resolution for previously unknown problems. * Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors. * Exercises judgment within defined procedures to determine appropriate action. * Good verbal communication skills. * Interacts across TAC teams and development teams at peer level. * Ability to work effectively with and provide guidance to other members of the work group. * Promotes and solicits ideas within project team(s). * Receives minimal supervision. * Receives no instruction on routine work and general instruction on new assignments. * Ability to analyze, use and configure small to medium networks. * Proven crisis management skills. * Works on problems of diverse scope where analysis requires evaluation of identifiable factors. * Applies known solutions to solve problems. * Typically interfaces with account teams, customer success managers, TAC and BE. Minimum Qualifications The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology. * Working knowledge of Security industry, products and services. * Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products. * Minimum 2 years of epereince of directly supporting customer * Microsoft Exchange, Office 365 or comparable email server technologies Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience. Desired Skills * Bachelor's degree (or equivalent experience) is required * Cyber Security or DevOps or CCNP certification desired We Are Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box! But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.

Keywords: Cisco Systems, Inc., Richardson , Designated Service Manager, Executive , Richardson, Texas

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