Product Support Team Leader JB-3618

The product support team is part of the customer services group, as a product support manager you will be responsible to support all production cloud customers.

As a Product Support Team Leader you will:

• Lead the day-to-day operation of the support team and serve as first escalation point.
• Create, implement, and maintain support team protocols, procedures, training program and knowledge base.
• Improve monitoring service quality by studying, evaluating, and re-designing processes.
• Prioritize and identify root causes of production issues, coordinating with operations, engineering, and R&D teams to address product and service issues in complex environments.
• Maintain good internal and external customer communication, provide high level of support, and minimize escalations.
• Implement KPI measurements, follow ups and reports.
• Able to handle stressful situations with a proactive and service-oriented approach.
• The working environment is intensive (24/7) and demand responding to calls in irregular hours (on call duty)

Requirements:

• 3 years at least of experience as a manager of technical customer support – a must.
• 5 years hands-on experience in implementing and troubleshooting complex TCP/IP technologies.
• Strong leadership skills and experience – a must
• Experience with strong routing and switching concepts – CCNP advantage.
• Experience with Cisco/Juniper router, switches, and routing protocols, mainly BGP.
• Good communication skills in English – both spoken and written.
• Ability to collaborate, sync and manage processes with other teams to achieve incident resolution.
• Multitasking and ability to work under pressure.