Job Description

Title: Advanced Services Manager
Role: Manager, Advanced service consulting engineering
Location: Bangalore
This position is for the Manager of Advanced Services, Juniper Networks.
We are looking for a people Manager, preferably experienced in managing bug scrub operations, customer success, remote consulting operations, TAC support operations or release management.
Role and Responsibilities
The selected candidate will report to the Juniper Global Advance services Sr Manager in the Juniper Networks services organization. AS Manager will be responsible for managing a team of engineers producing various defect/bug reports, customer product health reports and remote consulting services across all Juniper products in routing, switching, security, and cloud domains. Responsibilities include but not limited to:
Business :

• Strong customer advocacy, focus, and passion to deliver accurate and value-added deliverables to the customers
• Understand the customer needs, work with Services PLM to explore newer deliverables to improve customer experience
• Drive customer experience, engage with the customers (internal and external) to understand the potential gaps and drive necessary actions,
• Drive continuous improvement in terms of quality and time to delivery.
• Engage with global teams for effective coordination of the deliverables
• Engage with Juniper Engineering with a keen desire to improve existing processes.
• Engage with IT and manage in-house tools migrations, and development projects.
• Keep looking for potential ways and leverage automation to replace manual processes with smart tools.
• Participate in organization-wide quality initiatives with a vision to improve customer experience
  

People :

• Hire and develop a team of enthusiastic engineers with strong analytical skills, Networking knowledge, and Juniper product expertise
• Create a culture of innovation, learning attitude, and structures to support the growth of direct reports
• Know your direct reports' areas of expertise and interests and enable them to play to their strengths.
• Ensure that employees have opportunities to raise questions, concerns, and/or provide feedback
• Own the critical role of communication conduit of organization-wide context and information that impact the direct-reports.
• Recognize and reward accomplishments
  

Personal attributes:

• Passion for World Class Customer Experience
• Excellent Communication and Interpersonal skills
• People Leadership
• Strong problem-solving skills
• Customer/stakeholder engagement skills
  

Technical background
Candidates with a strong background in Networking and Automation will be preferred. Verifiable experience in network support/services roles, Dev ops, Consulting services will have weightage. Juniper products understanding is a plus.