What are the responsibilities and job description for the Designated Service Manager position at Cisco Systems?
The Business Entity
The Cisco Customer Experience Organisation provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, 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 Experience Organization Software Support Service team seeks a Designated Service Manager with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding & adoption services and provide proactive life-cycle support.
Role & Responsibilities
In this role, you will be responsible for providing technical assistance and adoption support to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer 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, user environment complexity, adoption barriers, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.
Core Deliverables :
Provides Product Adoption support
Provides Product Implementation advising and assistance
Provides assistance with Deployment Readiness and Planning
Provides Migration and Upgrade Assistance
Provides assistance with Product Integration
Provide Change Window Support
Provides Solution Audits and Tune-Ups
Provides Health Check and Progress Reviews
Provides Best Practice consultation
Provides Incident Reiveiw and Escalation Support
Provides support to customize product configuration
Required Product Knowledge and Technical Skills on One or More Products or Similar Technologies:
Cisco Email Security Appliance (ESA)
Cisco Cloud Email Security (CES)
Cisco Security Management Appliance (SMA)
Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
UNIX system administrator skills
Soft Skills:
Promotes and solicits ideas within project team(s).
Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
Applies known solutions to solve problems.
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.
Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.
Minimum 2 years of epereince of directly supporting customer
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
Cyber Security or DevOps or CCNP certification desired
The Cisco Customer Experience Organisation provides world-class support for customers & partners around the globe. Your opportunity to impact the Security, 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 Experience Organization Software Support Service team seeks a Designated Service Manager with expertise in Security Technology to join a cross functional team and take a leadership role in delivering technical onboarding & adoption services and provide proactive life-cycle support.
Role & Responsibilities
In this role, you will be responsible for providing technical assistance and adoption support to customers & partners and help them overcome technical barriers that they might experience as they deploy and use our products. Typically reports to Manager, Customer 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, user environment complexity, adoption barriers, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features.
Core Deliverables :
Provides Product Adoption support
Provides Product Implementation advising and assistance
Provides assistance with Deployment Readiness and Planning
Provides Migration and Upgrade Assistance
Provides assistance with Product Integration
Provide Change Window Support
Provides Solution Audits and Tune-Ups
Provides Health Check and Progress Reviews
Provides Best Practice consultation
Provides Incident Reiveiw and Escalation Support
Provides support to customize product configuration
Required Product Knowledge and Technical Skills on One or More Products or Similar Technologies:
Cisco Email Security Appliance (ESA)
Cisco Cloud Email Security (CES)
Cisco Security Management Appliance (SMA)
Standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP
UNIX system administrator skills
Soft Skills:
Promotes and solicits ideas within project team(s).
Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
Applies known solutions to solve problems.
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.
Minimum 3-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering Security Products.
Minimum 2 years of epereince of directly supporting customer
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
Cyber Security or DevOps or CCNP certification desired
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