Help@Cisco - Device Experience Tier 3 Lead

  • Location:
    Bangalore, India
  • Area of Interest
    Information Technology
  • Job Type
  • Technology Interest
  • Job Id

Help@Cisco provides Cisco internal technical support for various IT Services, technologies, and applications. This includes Remote Technical Support (RTS) provided via Call, Case, or Chat based support, Local Technical Support (LTS) provided by our technicians at offices around the world, and Asset Management (AM) services supporting the laptop devices provided to Cisco’s employees. Our mission is to deliver & orchestrate world-class support experiences to enhance employee productivity through advocacy, partnership, and dynamic innovation.

The Team:

As a member of the Help@Cisco team, you will be the main liaison between the Device Experience Platform teams and our Technical Support groups that deliver support for this service. You will build and maintain business relationships with the Device Experience team, manage the support portfolio for their Services and, working with the Services teams, lead and drive a variety of Service Optimization and Continuous Improvement initiatives. These initiatives are targeted at improving the support experience; simplifying, reducing, or eliminating support requirements; and driving down support costs. Your role gives you the opportunity to explore, develop knowledge of, and influence the support of innovative technologies and applications in a globally diverse enterprise environment.

The person who fills this role will also join the Help@Cisco Critical issue Desk. This position will require the use of a broad base of IT knowledge along with in-depth IT solving problems across various technology layers to drive root cause, investigate and solve complex support issues, and make educated decisions regarding potentially highly impacting incidents within the Cisco environment. The person who fills this role must have good communication and customer service skills, and be able to collaborate at multiple levels, including the Senior Leadership Team (SLT) & CXO level employees. This position is an excellent opportunity to make use of existing IT knowledge and expand knowledge in other areas, including recent technologies as they are introduced into the environment.

Technical Support Manager Responsibilities:

  • Ensure a high-quality support experience for Cisco’s employees from yourself and our team
  • Solve the employee’s problem as quickly as possible
  • Ensure courteous and professional interactions
  • Take ownership to ensure timely updates
  • If called out, ensure that the problem is being worked on by the next support group. Manage or oversee employee issues to resolution (E2E ownership/oversight)
  • Ensure that you and the team follow through with all commitments
  • Train our agents and technicians in day-to-day support issues and case handling procedures
  • As needed, provide support services to employees, working to resolve the employee issue as quickly as possible, using high quality customer support skills.
  • As needed, assist with employee device support services, including new and refresh device training and assistance; providing hot swaps, loaners, and repair coordination; and device inventory management activities.
  • Follow through via Continuous Improvements, Problem Management, Process Re-engineering, Training, and Knowledge Management (KM)
  • Drive to identify, eliminate, simplify, and/or reduce Root Causes. Find opportunities for Continuous Service Improvement working multi-functionally as required to identify and manage improvements (identify improvements, review, and prioritize improvements, build, and complete improvement plans)
  • Work with Services' teams and Technical Support Service Delivery teams to ensure ongoing support meets agreed SLA (Service Level Agreement) & OLA (Operational Level Agreement) requirements. Monitor and report on support service performance.
  • Assist with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) relating to the Service
  • Collaborate closely with the Services team to understand and translate service and support requirements throughout the service lifecycle
  • Ensure that appropriate training, process documentation, and knowledge management articles are available and current in all required formats. Ensure information exists, is current, is easy-to-understand, and easy-to-follow:
  • If gaps exist (missing, incomplete, complex to understand, difficult to follow, out-of-date, old, etc.) or changes to the service occur, work with the appropriate groups to update.
  • Regularly review KM content against service support volumes to ensure that we have high quality content for all our top support drivers
  • Assist in defining changes to support models by assessing the impact of new services or changes to existing support services and ensure they meet Technical Support business requirements. Mediate when there are conflicting requirements between the Services and Technical Support organization.
  • Act as a point of Escalation for employees
  • Future focused
  • Drive Continuous Improvements based upon feedback and findings from employees or in the industry
  • Continue to seek ways to simplify and improve the employee support journey
  • Keep abreast of changes within Cisco's environment that could impact the services required/provided
  • Keep abreast of changes in the industry on recent technologies, industry standards, best practices and benchmarking data that could impact or improve the services required/provided
  • Coordinate and deliver effective communications with internal support teams, Service Owners, and out to employees.
  • Ensure adequate communication between the Service team and the Technical Support group for all support related enquiries and issues
  • Solicit required data, statistics and reports for analysis and facilitate service monitoring and performance.
  • Send organisational change communications for IT organizations which partner with our team
  • Provide input into service performance, quality of delivery, availability, time to resolve, etc.
  • Coordinate and deliver executive Level comms weekly to key customers
  • Represent the Service within the Technical Support organization
  • Lead Service review meetings, quarterly business reviews, and service engagement

Tier 3 Device Experience Team Lead Responsibilities:

  • Mange shift rostering for the T3 engineers
  • Monitor case queue and ensure cases are handled efficiently
  • Ensure high levels of customer service are maintained
  • Perform training and provide feedback
  • Monitor critical metrics and ensure they are met and exceeded

Critical issue Desk Responsibilities:

  • Prioritize and call out high impacting or high visible issues
  • Manage or oversee issues to resolution (E2E ownership/oversight)
  • Post support portal status messages for major outages/issues as they occur
  • Write and send client communications regarding Critical/High Priority Incidents
  • Provide weekend on-call for Critical issues/Operations (one-two weekends a month on avg)
  • Handle customer issues while keeping key collaborators, including leadership informed on status
  • Flexibility, adaptability, and vitality to handle multiple urgent requests with priority

Required Skills:

  • Minimum College/Undergraduate degree (e.g., BS/BA) or equivalent
  • Five or more years' experience, preferably in an IT customer service field
  • Exceptional verbal and written communication and presentations skills at diverse levels and for different audiences
  • Excellent customer support skills - ability to keep calm, reduce negative emotion, and handle conflict
  • Good ability to organize and prioritize your work and deliver independently and as part of multi-functional, collaborative teams
  • Advanced understanding of Windows and Mac operating systems required
  • Advanced understanding of Linux Operating systems is highly desired
  • Understanding of modern IT Architectures and concepts is highly desired
  • Ability to quickly attain, understand, and apply new knowledge or technology required. Demonstrate learning agility and a growth mindset
  • Working understanding of ITIL and IT Service Management standard methodologies
  • Rapid adaptability and flexibility to changes in business environment
  • Strong customer experience and continuous improvement focus. Demonstrate innovation and curiosity.
  • Strong process knowledge – ability to break down complex solutions into clear, straightforward steps - and analytical thinking and problem-solving skills
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.