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At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known. To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way. Job Title: Technical Support Sr Director Role: Senior Director - Technical Support APAC Theater About the Position: The Sr. Director of JTAC is responsible for providing support leadership in the APAC region and drive day-to-day management of Juniper's technology, products, and solutions. The team primarily provides remote technical support services to customers, partners, and Juniper internal stakeholders ensuring the proper operations of Juniper products in all environments. Aligning with all other JTAC teams worldwide to facilitate the follow the sun support model and timely resolution of all reported issues. Manage the teams and operations to deliver the highest level of customer experience and efficient operations. Key Responsibilities include but are not limited to: ÂResponsible for delivery of best-in-class customer experience Drive the JTAC team to meet all operational metrics and productivity Manage customer escalations to maintain control and ensure Juniper brand protection Provide oversight to ensure effective cost controls Define and implement product support plans as required Define and implement incident-specific support plans associated with customer escalations Hiring and management of the team across various locations Building a strong partnership with engineering functions Support sales team with customer and issue management Work with the Advanced services team to ensure proper alignment and process Work with the Professional Services organization to ensure comprehensive customer support Define and implement performance improvement metrics for global JTAC Provide strategic guidance into the service delivery process to facilitate continuous improvement Develop and coach the senior JTAC management team within the region Strong communications skills both written and verbal Seasoned ability to interface with all levels of management both internally and externally Job Specifications: Build relationships with senior executives both internally and externally to facilitate team goals and success Demonstrate a senior-level ability to influence cross-functional internal alignment to facilitate organizational goals Talent Growth: Challenge and drive the team to operational excellence while facilitating personal growth within the organization Develop the capability of senior-level direct reports Attracts, develops, and retains high-performing teams in all areas within the region Demonstrate an ability to build and develop teams across a wide geographical and culturally diverse organization Thought Leadership and Innovation: Requires a passion for and mastery of customer service Is viewed as a key leader in the region and functions as such Think strategically and tactically fostering an innovative culture while focusing on managing a diverse set of activities Job Complexity: Exercising good judgment in methods, techniques, and evaluation criteria for obtaining results in critical customer situations Delegate, manage and coach team management team to provide the same good judgment while managing similar customer crises Leverage out-of-the-box thinking as required to obtain the best possible results during critical situation management Experience & Education: Bachelor’s degree required, MBA preferred Atleast 10 years exp in managing TAC operations and large teams Strong knowledge of network operations and data communications technologies Strong knowledge of the data communications industry Excellent presentation skills Excellent communication and interpersonal skills 25% travel required About Juniper Networks Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook. WHERE WILL YOU DO YOUR BEST WORK? Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bengaluru, 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. At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We’d love to speak with you. Additional Information for United States jobs: ELIGIBILITY TO WORK AND E-VERIFY In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers. Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar E-Verify® is a registered trademark of the U.S. Department of Homeland Security. Juniper is an Equal Opportunity workplace. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need. Show more Show less
