Operational Team Lead EMEA PTAC
Luxoft
Bucharest, RO
1 zi în urmă

Responsibilities

  • Supervises and coordinates daily / weekly activities, resource allocation and operations of the EMEA PTAC team.
  • Manage a local team of level 1 and level 2 engineers.
  • Contribute to the development and directly implement the global JTAC strategy.
  • Define and Document a career plan for the engineers to facilitate the development of technical talent through a structured program aligned with the current and future business needs.
  • Retention and development of top talent is a key requirement.
  • Develop people and take action to keep the employees engaged, motivated and highly productive.
  • Proactively recognize and resolve conflicts and people issues as they arise.
  • Develop strong partnerships with Client's Customer Services teams.
  • Actively provide necessary on-the-job coaching to PTAC engineers to prepare the team to consistently meet or exceed customer expectations.
  • Define strategies to optimize the utilization of the resources available while consistently delivering high-quality service.
  • Develop, promote and drive the team to meet or exceed the objectives for customer satisfaction and loyalty.
  • Engage with the team to work with customers and Juniper peers, to deliver a remarkable customer experience.
  • Manage engineers to coordinate and execute high-profile escalations providing all necessary assistance to Customer and Sales teams.
  • Encourage teamwork and sharing of best practices and technical knowledge within the JTAC organization.
  • Manage workload within the team, and drive continuous improvement in case handling, in line with the company's TL9000 requirements.
  • Develop excellent working relationships with the managers from the Juniper TAC organization and customer service teams.
  • Partner with other managers to highlight and work on addressing issues that affect the JTAC organization globally.
  • Contribute to CS or cross-functional project teams to drive improvements in service delivery processes and / or products.
  • Develop a deep understanding of the team KPIs and factors that impact them. Analyze reports, develop and implement necessary improvements, measure the outcomes.
  • Assist with the technical resolution of service requests in the PTAC, ensuring SR closure targets are met.
  • Must have

  • Demonstrable experience managing in customer-facing role in IT, Networking or Telecommunications industries.
  • Strong data communications related to a technical background
  • Excellent problem-solving skills
  • Ability to manage under stressful conditions
  • Strong leadership skills
  • Ability to work in a matrix organization.
  • Open-minded, analytical and critical thinker.
  • Ability to influence and manage change, and drive process improvements.
  • Good presentation skills.
  • Excellent English language communication skills - written and verbal.
  • Strong ability to build cross-functional relationships and to manage stakeholders.
  • Good negotiation and influencing skills.
  • Strong ability to manage conflicting priorities and to multi-task.
  • Mindful of regional and global, strategic goals, while designing local improvements.
  • Team player, customer-focused and results-oriented.
  • Nice to have

    team leader who has technical (background preferably with Juniper background or enterprise / datacenter technical background

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