Sr. Mgr, Technical Support

Experience: 5 to 10 years

Location: Bangalore, IND

Skills: networking, security, technical support, L2-7 protocols, routing, BGP, OSPF, IS-IS, switching, VLANs, ROCev2, QoS, IPv4, IPv6, HTTP, DNS, TLS, DDoS, exploits, performance metrics, network security device testing, NGFW, SD WAN, PQC, Wireshark, TCP analysis, virtualization, cloud services, network security concepts, leadership, communication, team management, client management

Summary
An exciting prospect has arisen for a key services leadership position based in India servicing VIAVI products TestCenter, CyberFlood, and Avalanche. High Speed Ethernet L2+ and Network Security test segment. As part of VIAVI Global Services (GS) organization the successful candidate will manage a team of highly skilled support engineers and have accountability for the operational excellence of the delivery of support services in selected BU’s, as well as leading improvement projects The Sr. technical Support Manager will directly report to the Dir. Technical Support. Leveraging teamwork, leadership, close cooperation, and technical expertise the successful candidate will ensure the delivery of support services to the highest standards. This is an exciting leadership position that also offers considerable development potential to interested candidates.

Duties and Responsibilities
Responsibilities: Lead and manage a team of technical support engineers, setting clear expectations for execution, quality, and customer outcomes
Deliver real time operational results, build organizational capability, and execute support strategy
Provision excellent service - achieving internal and external objectives defined through Standard support service metrics, contracts,



& service level agreements KPI include SLA’s on TL9000 metrics (Response First contact resolution response & backlog)
Reporting and delivering BMS performance metrics
Achievement of net promoter survey benchmark results
Knowledge Management
Contribute to incremental improvements in support processes, documentation, and tooling which enable consistent, high-quality case management, organizational flexibility, and resource sharing across support teams
Improve employee engagement to achieve benchmark engagement performance (graduate to SME)
Identify team training needs, implement training and represent team training requirements as part of the new product introduction process
Be a customer advocate for key customer accounts in day-to-day service to avoid support escalations
Manage escalations and work cross-functionally with engineering and product teams to address critical issues and provide input on product improvements
Review results on a quarterly basis with BU GM, PLMs, and NA/LA sales manager
Resolve customer technical issues that re-enforces their decision to buy Viavi
Other duties as assigned

Key Measures
Assist partners (BU and sales) to achieve VIAVI business growth through Satisfying customers
Attain and continuously improve employee engagement and survey reported quality of service
Attract, retain, and develop support talent.
Work with engineering to attain TL9000 and BMS metrics Response, restoration & resolution




Attain customer service contracts, SLAs
Organizational and process effectiveness

Required Qualifications/ Skills/ Experience:
Technical degree preferred Master’s degree or equivalent years and experience.
5-10 years’ experience in a networking and security performance fast moving technical support service function
5 years’ technical support manager experience and able to provide technical direction to a team of talented engineers
Experience diagnosing, troubleshooting, and debugging networking equipment
Experience with L2-7 protocols including but not limited to routing (BGP/OSPF/IS‑IS), switching/VLANs, ROCev2, QoS, IPv4/IPv6 & HTTP/S, DNS, TLS, DDoS, exploits, performance metrics.
Network security device testing i.e. NGFW, SD WAN, PQC etc. Wireshark/TCP analysis
Knowledge of virtualization and cloud services.
Knowledge of network security concepts
Personal Skills/Attributes
Self-motivated, well-organized, independent, highly analytical
Process discipline
Confident, great leader and team worker with effective and positive communication and interpersonal skills.
Successful track record of developing strong, productive relationships across organizational boundaries.
Capable of generating high levels of credibility with customers and internal senior level management
Instils trust in the commitments given both internally and to our customers.
Customer First mentality / Customer Intimate: Tenacious in solving customer problems and exceeding their expectations.
Process Development and Implementation: Proven track record of leading the implementation of sustainable and innovative process improvements.
Previous experience in technical support or related function is required.

📌 Sr. Mgr, Technical Support (Bengaluru)
🏢 Viavi Solutions
📍 Bengaluru