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Escalations Manager

  • By Beata Kacprzak
  • 28 June 2022
  • 302 Views

We are seeking a Customer Escalations Leader who is driven to grow and evolve our EMEA Escalations team into the next generation of high-touch technical support for Cisco Meraki’s most valuable customers. As a Manager of these teams, you will supervise critical issues, support the team’s day-to-day activities strategically, invest in the technical and professional growth of your team, and provide region-specific mentorship and oversight to ensure that our processes are agile and efficient.

An average working week will include facilitating staff meetings, holding individualised 1:1s with team members, checking in on critical cases and bug reports, delegating and prioritising project work, and supervising the professional development of the team. The role empowers you to work across departments and mobilize resources when vital.

Although this position is remote, expect occasional travel of up to 10% to meet your team and internal/external customers.

WHAT YOU’LL DO
  • Lead highly proficient, independent and top-tiered Engineers who act as our last line of support responsible for resolving the most critical incidents
  • Coach your team with radically honest feedback on day-to-day work and assigned projects as well as assign, preview, and conduct post mortems on critical issues
  • Preside over difficult situations with a controlled, scientific approach to problem-solving while leading regular one-on-one check-in meetings with each team member
  • Set the bar on maintaining a high operational rigour on the key business metrics around escalations workflow like workloads, capacity, trends and headcount planning
  • Strategically plan, implement, and measure improvements to the existing support processes
  • Advocate well qualified concerns from the Support teams with the larger organization
  • Actively seek, identify, hire and onboard talent into the team from the wider Support organization and external sources
PROFESSIONAL DEVELOPMENT

At Meraki, we encourage and value professional development. Due to this we allow and plan for you to use up to 20% of your time to develop yourself. Examples of professional development in this role are:

  • Acquiring professional certifications
  • Performing in-depth exploration of Meraki products
  • Attend industry meetups, webinars, and conferences
  • Explore new tools and investigate advancements in the field of computer networking
WHO YOU ARE
  • Experienced leader with a minimum of 3+ years of directly leading a team of 6+ senior technical professionals
  • Strong exposure in post sales support or customer success organizations in a networking or infrastructure domain/industry
  • Strong business judgement and problem-solving skills with experience in managing, triaging and resolving critical network issues with senior customer stakeholders
  • Proficient in coaching and developing senior support engineers and growing them in their careers
  • A consistent track record in leading and facilitating work with cross-functional teams like Product, Engineering and Sales
  • Deliver and drive strategic initiatives/projects in alignment with the organisational objectives
  • Attract, hire and retain the best in class diverse talent

Note: Prepare your CV in English (PDF), fill in the form and apply! 🙂

Please include in your CV the following clause necessary for the recruitment process:

“I agree to the processing of personal data that I have made available voluntarily in the recruitment process by the Administrator of personal data, i.e. Dotcommunity Spółka z ograniczoną odpowiedzialnością [Ltd.] based in Cracow, 15 Żabiniec Street, 31-215 Cracow, registered in Poland, the Cracow’s District Court – Śródmieście, XI Commercial Division of the National Court Register under number 0000468484, VAT number: 9452174499, (“Dotcommunity”) in order to carry out the recruitment process for the Escalations Manager position on the basis of Art.6 item 1a of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation)”

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