Manager, Technical Support Services

In our always on' world, we believe it's essential to have a genuine connection with the work you do.

For the hard-working people in the world's most demanding industries, a good enough network isn't good enough. They need networks that meet their organization's exacting needs. RUCKUS® builds and delivers purpose-driven networks that perform in the tough environments of the industries we serve. Together with our trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who are counting on them

Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are aligning our business with a clear focus on the Customer's Experience.

Manager, System Engineering leads a team of highly skilled technical engineers and/or supervisors to ensure that we meet our customer's needs in accordance to the Ruckus standards of performance.

We are seeking a hands-on technical manager who can look after our engineers based in AMERICAS.

You will also perform within our NOC to handle both reactive and proactive operational functions.

Key Responsibilities:

• Perform as a Escalation Manager and assume full operational control of the NOC during your shift - managing critical cases, customer escalations, meeting SLA's, and case assignment
• Manage a team of high skilled engineers including all NOC functions - including network monitoring, proactive identification of problems and providing resolutions, backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base
• Maintain Staffing, Attendance & Shift Roster
• Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process adherence)
• Ensure timely and effective monitoring, and escalations. Monitor and Track the same

• Ensure team focuses on the Customers Experience
• Perform regular audits of customer network status, case backlog analysis and work with engineers for resolution.
• Work on critical and complicated cases along with Engineering team, cloudops, program managers and Senior management
• Coach, mentor and educate Engineers on need basis on case handling, process adherence and ensure enhanced productivity
• Ensure smooth case Transfers between the regions and engineer to engineers and periodic follow up are taken care

• Independently take ownership of problems and steer/drive to resolution
• Work closely with other NOC managers and engineers, cloudops, PM and Engineering teams
• Report complex technical issues up to higher management and executives
• Identify opportunities for new process and improvement and work with the other NOC managers to operationalise
• Represent our team in meetings with both internal and external customers

• Suggest areas where team requires improvement on technical and soft skills
• Always use good judgement

Required Skills:

B.S Degree in Computer Science, a related field, or equivalent work experience.

• Minimum of 8 years in handling network operations including wired and wireless networking solutions
• 2+ years of experience in technical managers/leadership role
• Previously held technical customer support roles desired
• People management experience would be considered favorably.
• Leadership skills
• Ability to create reports using standard business tools
• Clear understanding of NOC business metrics
• Understanding of networking technologies
• People management experience would be considered favorably.
• Ability to create reports using standard business tools
• Clear understanding of NOC business metrics
• Worked with SOHO, SMB, and enterprise customers
• Wireless AP/controller and switching knowledge
• Vendor experience
• Worked within global distributed teams

Certifications/Accreditations:

• CWNA/CCNA/CCNP/etc. is an advantage
• Ability to work off-shift and weekends as required

Work Schedule:

• Monday through Friday and weekend or overnight hours as required.

Travel:

• Limited amount of travel <10% or as required

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

Ruckus Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them.

www.ruckusnetworks.com

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at (see below) You can also learn more about CommScope's accommodation process and EEO policy at careers.commscope.com/eeo