Services Manager (DSM)

  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Networking, Security
  • Job Id

Services Manager/Designated Service Manager (Security)

The Business Entity
The Cisco Technical Services group provides world-class support for customers around the globe. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Team
Customer Success Organization seeks a Customer Success Specialist with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding services and driving product adoption.

Role & Responsibilities
In this role, you will be responsible for providing technical assistance to customer success managers and help them overcome technical barriers that customers might experience as they deploy and use our products. Typically reports to Mgr, Technical Support.

The Designated Service Manager (DSM) has the skills of a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures and resolves a wide range of issues in imaginative as well as practical ways. These issues often include product bugs, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.

Core Deliverables

  • Provides Jumpstart services
  • Provides Implementation advising and assistance
  • Provide Proactive Product Assistance
  • Provides Integration and Change Management assistance
  • Provides assistance with Deployment Readiness and Planning
  • Provides Migration and Upgrade Assistance
  • Provides Solution Audits and Tune-Ups
  • Provides Health Check and Progress Reviews
  • Provides Best Practice consultation
  • Provides Incident Management and Escalation Support
  • Provides full-onboarding program for new customer helpdesks and IT teams

·       Provides customized configuration support

Required Product Knowledge and Technical Skills: 

  • Detailed, technical knowledge of Cisco Security Services & Products, such as: ISE, NGFW, CES (ESA), WSA, Amp for Endpoints, AnyConnect
  • Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP


Soft Skills:

  • Excellent (if possible native) Spanish or French or German or Italian skills in speech and writing is desired
  • Strong analytical and troubleshooting skills. 
  • Ability to handle critical customer issues/problems. 
  • Able to determine problems and deliver known solutions with a high level of customer satisfaction. 
  • Ability to determine root cause and resolution for previously unknown problems. 
  • Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors. 
  • Exercises judgment within defined procedures to determine appropriate action. 
  • Good verbal communication skills. 
  • Interacts across TAC teams and development teams at peer level. 
  • Ability to work effectively with and provide guidance to other members of the work group. 
  • Promotes and solicits ideas within project team(s).
  • Receives minimal supervision. 
  • Receives no instruction on routine work and general instruction on new assignments. 
  • Ability to analyse, use and configure small to medium networks. 
  • Proven crisis management skills. 
  • Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
  • Applies known solutions to solve problems.
  • Typically interfaces with account teams, customer success managers, TAC/AS and BE. 

Minimum Qualifications

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

  • Working knowledge of Networking industry, products and protocols. 
  • Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.
  • Microsoft Exchange, Office 365 or comparable email server technologies

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience. 

Desired Skills

Bachelor's degree (or equivalent experience) is required

CCNA desired

Cisco Covid-19 Vaccination Policy
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 requires all new hires to be fully vaccinated against COVID-19 in the U.S., 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.