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Sr. Manager Managed Services- REMTOE

Company: CommScope
Location: Mesa
Posted on: November 26, 2022

Job Description:

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 themRuckus 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. -How You'll help us to connect the world: -Senior Manager, Managed Network Services leads a team of technical engineers and/or supervisors and/or other managers to ensure that we meet our customer's needs in accordance with the Ruckus standards of performance. Further they lead on strategic global functions, represent the NOC , steer cultural change and identify and drive improvements within the business.Key Responsibilities:

  • Lead a team of engineers /supervisors /managers across NOC operational functions - backlog reviews, critical issue, career growth, training, proactive functions, productivity, knowledge base
  • Monitor and adapt staffing models to meet the volume and case complexity from our customers
  • Proactively identify and handle customer issues and critical cases through the business including assignment of engineers, handoff's, interactions with engineering, cloudops, program managers and end customers while keeping senior leadership aware to ensure we exceed the customer's expectations
  • Active role in mentoring and growing the supervisors and managers within the team
  • Coach, mentor and educate Engineers.
  • Promote the Team work and motivate the team to succeed with a focus on customers experience
  • Produce, review and interpret operational data for reporting into leadership
  • Able to identify critical issues which need immediate attention
  • Lead complex global functions within the NOC and/or perform as the primary contact on the important interfaces to our internal and external customers
  • Proactively determine areas of improvement for our customers experience, suggest, socialize and drive enhancements
  • Actively be involved in reducing undesired attrition in the business
  • Represent the Team , own and deliver on project work
  • Perform as a Managerial contact for our critical customers.
  • Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process consistency)
  • Always use good judgmentRequired Skills:B.Sc. or B.E 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.
    • 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 teamsCertifications/Accreditations:
      • CWNA / CCNA / CCNP / etc. is an advantage
      • Ability to work off-shift and weekends as requiredWork Schedule:
        • Monday through Friday and weekend or overnight hours as required.Travel:
          • Limited amount of travel -#LI-RB1 -Why - RUCKUS? -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.
            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 talentacquisition@commscope.com. You can also learn more about CommScope's accommodation process and EEO policy at careers.commscope.com/eeoReq ID 72697

Keywords: CommScope, Mesa , Sr. Manager Managed Services- REMTOE, Executive , Mesa, Arizona

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