920823-Service Manager – Mobility, Routing/ Switching –Branchburg NJ Job in Branchburg 08853, New Jersey US
Responsibilities
Service Manager – Mobility, Routing/ Switching –
Branchburg NJ
Job Description/Purpose:
The Service Manager (SM) is a designated advocate within Juniper for post-sale account support coordination, working closely with the customer and multiple organizations within Juniper to ensure effective implementation of Juniper Customer Support. The SM is closely involved in critical customer issues and works closely with other Juniper organizations on prioritizing and managing customer escalations. The SM coordinates and leads regularly scheduled conference calls/meetings to discuss the status of all current open cases and updates on customer network plans. Quarterly business reviews may be scheduled whereby the SM will review overall support performance and project progress updates. The SM candidate will possess a solid technical understanding of how Juniper products are utilized by the customer, and uses this knowledge to effectively communicate with the customer and drive issues within Juniper.
Key Responsibilities:
• Monitor, manage, and audit support case progress
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status
• Conduct Periodic Operations Reviews in conjunction with the account team to review Juniper product and support performance
• Prepare and deliver Postmortem/Root Cause Analysis on both technical and process issues
• Perform trend analysis on both customer raised and internally identified issues, drive other organizations to develop a problem resolution
• Provide high level software upgrade guidance by providing SW field experience and release schedule
• Manage non-technical escalations
• Conduct Juniper Customer Support process training/review sessions
• Document and maintain customer information and educate other Juniper internal resources on the supported customer(s)
• Coordinating support efforts among multiple organizations
Skills and Experience:
• 5-7 years of experience in supporting large, complex, IP-based networks
• Experience working on a large-scale Service Provider network a plus
• Functional experience with Juniper routing and switching platforms
• Technical understanding of the following areas: Internet firewalls, IPSec, VPNs, Intrusion detection/prevention, OSPF, BGP, QoS and network management.
• Mobility experience desired
• Must be proficient with Microsoft Office and have strong data analysis skills.
• Must have strong communication, interpersonal and leadership skills and have demonstrated a history of high-level achievement in cross-functional organizations.
• Occasional regional travel required
• Must have a passion for the Internet and the new technologies related to it
• Configuration and operational knowledge of Cisco, Ericsson, Alcatel Lucent, and/or Nokia/Siemens products a plus
• Ability to work independently and manage multiple priorities
• Strong Interpersonal skills and a team player
• Excellent oral and written skills required
ABOUT JUNIPER NETWORKS
Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world’s largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision – Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it’s downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking – where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work—their life’s work. At Juniper we believe this is more than a job - it’s an opportunity to help change the world...
We offer very market competitive benefits
https://www.juniper.net/us/en/company/careers/benefits
Juniper Networks is an Equal Opportunity/Affirmative Action Employer.
Juniper Networks is enrolled in E-Verify® and will be participating in E-Verify in addition to our Form I-9 process. www.dhs.gov/E-Verify