| Job Description: | Manager, Engineering Escalations. Works closely with Cisco TAC, Cisco Development, Quality Assurance and Product Management.
It's an exciting time to work at Cisco. Every day we connect people to the network and make it come to life. Whether it's using e-learning to educate students far from city centers or downloading the entire Library of Congress in seconds, our networking technology has not only revolutionized the way people do things, but who they are. People are more informed, more efficient, and more involved. With all forms of communications converging onto the network, Cisco is entering an exciting new era. The concept of the network as the platform for transforming life's experiences is no longer a possibility: It is quickly becoming a reality. And Cisco is leading the experience.
The Engineering manager position will be primarily responsible for the day-to-day management of technical escalation requests from Cisco TAC, and/or account teams with focused attention on the IPS technology from the Security Appliance Business Unit. This position requires an individual who is comfortable communicating technical concepts in an easy-to-understand manner and who enjoys working with cross-functional teams.
Primary Responsibilities:
• Manage the daily operations of team members including hiring and developing excellent engineering talent
• Deliver exceptional external and internal customer satisfaction by demonstrating exemplary leadership and measuring results
• Report on support level and customer satisfaction metrics; Identify opportunities to improve team efficiency
• Be the engineering focal point technical escalations
• Develop custom tools and processes to enhance productivity
• Track open customer issues, software defects and manage technical resolution
• Take the lead on Customer Assurance Program (CAP) engagements
Required Experience and Skills:
• Must have 6+ years solid technical experience, including managing software engineers in a product environment
• Highly technical knowledge of network architecture and troubleshooting
• Understanding of software development and best practices, including code review and troubleshooting
• Serve as a mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the group
• Candidate should be comfortable managing challenging and tenuous customer engagements
• Ability to triage customer issues/complaints/suggestions/requirements and work to solve the problem with different cross functional teams
Desired Experience and Skills:
• Operating system experience: Linux or FreeBSD
• A broad spectrum of programming languages, from machine-level (some assembly) to OO-based languages (Python/Java/C++), and everything in between (C/shell/Perl)
• Strong level of understanding of Internet protocols (SNMP, HTTP, DNS, FTP, LDAP, SMTP, SSH, TLS, NTP).
• Prior experience with networking technologies and protocols
• Ability to propose design solutions that help improve supportability and debugging |
