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Barracuda Networks
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Director, Managed Services

Director, Managed Services

Barracuda Networks

10 - 15 years

30 - 35 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Service delivery Managed services Operational excellence Performance management Customer satisfaction Process improvement Incident management Customer service Information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

In this role you will be responsible for assessing and implementing operating procedures and processes for ensure the delivery of operational excellence to our internal customers. This roll requires a visionary leader who can continue to iterate on process improvement and act as a change agent to drive transformation initiatives within Barracuda.

What you'll be working on:

Leadership: Recruit, develop, and lead a 24x7 organization while fostering a culture of customer service, accountability and innovation
Strategy Development: Develop and execute a strategic roadmap to enhance service delivery, optimize processes, and improve customer satisfaction
Collaboration: Collaborate with internal teams to understand their technical needs and ensure team readiness to manage upcoming changes and/or technologies
Performance Management: Establish KPIs for measuring team performance, set clear objectives, and publish results to drive accountability and growth
Incident Management: Oversee resolution of technical incidents and ensure timely communication with stakeholders
Training and Development: Identify training needs and provide opportunities for team members to enhance their skills and knowledge

What you bring to the role:

bachelors degree in Computer Science, Information Technology, or a related field
10+ years of leadership experience in global support or service delivery, with at least 5 years in a leadership role.
Experience building, leading, and optimizing a 24x7 global NOC, Support or Service Delivery team
Demonstrated ability to develop a highly process oriented organization focusing on efficiency and customer satisfaction
Proficiency in implementing change at the team and organizational level in a matrixed environment
Proven critical thinking, problem solving, and prioritization skills
Excellent communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.

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Barracuda Networks

Computer and Network Security

Campbell CA

1001-5000 Employees

14 Jobs

Key People

Fenner Cheung

CEO
Derek Manky

Chief Security Strategist
Sasha Krsmanovic

VP, Product Management
Shawn Farner

SVP of Marketing

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Director, Managed Services