Leader, Customer Support
Core
Lead Technical Consulting Engineering (TCE) teams to manage 24/7 customer support operations, incident lifecycle, and service delivery for Cisco's technology portfolio.
Role type
Senior IC/Lead Technical Support Operations Manager
Builds
24/7 customer support coverage, incident resolution, and operational stability for assigned technology domains
Domain
Network Infrastructure / Technical Support Operations
Required skills
Incident lifecycle management, Root-cause analysis, Workforce capacity planning, AI and automation integration, Operational scheduling, SLA and MTTR management, Team leadership, Technical domain expertise
Preferred skills
Telemetry and operational metrics analysis, Change management practices, Architectural guidance
Technologies
AI, Automation, Telemetry
Responsibilities
Lead day-to-day operations of TCE teams and execute operational strategies, Allocate technical resources and shifts for 24/7 coverage, Own operational performance for assigned technology domains, Partner with engineering squads to resolve outages and drive RCA, Drive adoption of AI and automation to improve service delivery, Provide administrative oversight for expenses and compliance, Translate strategic priorities into team priorities, Develop team capabilities through coaching and feedback
