In this role you will have the opportunity to be part of the UCS development organization handling escalated customer issues. You will be reporting to the escalation director and you will be managing the San Jose based escalation team for all of UCS. This team is responsible for trouble shooting, debugging and resolving product issues encountered by internal and external customers UCS server products.
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You will be working with the Cisco TAC organization, UCS development and QA, the mfg/supply chain organization, partners, operating system vendors, as well as directly with large customers. This is the group that handles the most difficult issues that are escalated by the Cisco TAC into the development organization. You will be working closely with peer escalation teams in RTP and Bangalore to create a 24x7 operation.
We are looking for an individual who is highly responsible, customer focused manager with strong communication skills combined with experience leading a technical team.
Requirements
1) Work with Cisco TAC, SQA and development engineers and Cisco customers, external and internal to troubleshoot and drive issues to resolution.
2) Work with internal partners such as Supply Chain/Mfg and external OS vendor partners to help resolve customer issues.
3) Be a customer advocate within the development organization to ensure that resolving customer found issues is a top development priority.
4) Your team will reproduce customer problems with servers in areas including OS related, FW, BIOS, hardware, UCSM management, Fibre Channel, storage, and networking.
5) Look for trending problems related to new software or hardware releases based on incoming TAC cases.
6) Interface with extended team in RTP, NC and Bangalore India to enable 24 hour support.
7) Diagnose and debug SW, HW, FW issues on Intel servers from a system perspective.
Background
- 10+ years of experience within the computer and networking industry.
- Experience managing a technical team related to software QA, escalations or software development
- Previous experience in customer escalations is a major plus
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