Manager, Technical Support - Focused Services
- Palo Alto Networks
- 4 - 8 years
- Bengaluru
- 1 year ago
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Job Description
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few
Your Career
It s not about making a sale. It s about providing the most secure environment for our customer s digital transactions. In this role, you ll continue building on our mission by helping secure our clients environment and ensure their repeat business and future endorsement. You will be in charge of leading a technical support team who will help identify and fix complex issues in our established clients networks, while handling critical issues through your teams support. You ll be responsible for the daily operations of your team to ensure they achieve their goals, while meeting the needs of the customers.
Your Impact
- Lead daily operations of a team of Technical Support Engineers in line with the company goals and objectives
- Ensure that your engineers have the resources and processes necessary for successful and sustained performance
- Provide mentorship and direction to your team to deliver on company goals and objectives and improve opportunity, such as response time and resolve time objectives
- Directly provide and ensure appropriate technical and soft skills training and mentoring
- Set team goals in-line with overall company goals, while reflecting specific goals for direct reports that roll up into the larger organization objectives
- Perform annual reviews of all direct reports, providing guidance and continuous mentorship for reports to exceed expectations
- Assist your team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations
- Build positive relationships with sales, customers and partners
- Experience in leading a Technical Support Engineers team, or similar
- People management experience
- Superior project management skills
- Demonstrated ability to effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
- Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
- Technical experience in the Network Security and Cloud Security Industry is desirable
- Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco) is desirable
- Enterprise support and service delivery experience preferred
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Service ManagerEmployement Type: Full timeContact Details:
Company: Palo Alto NetworksLocation(s): Bengaluru+ View Contact
Keyskills: Service delivery Performance management VPN Conflict resolution Network security Customer support microsoft Forecasting cisco Technical support
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