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Networking & L2/L3 Senior Engineer Team Manager

Frenchs Forest, Australia

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Job ID R028690 Date posted Aug. 16, 2019

Networking & L2/L3 Senior Engineer Team Manager

Sydney - Frenchs Forest

The Networking & L2/L3 Senior Engineer Team Manager​ is a leader with a proven record of excellence leading and developing front line Technical Support Engineers, PMs, Deployment Engineers or equivalent highly technical staff members; with a thorough understanding of the ProSupport & ProSupport Plus offerings and the ISG Server, Storage & Networking portfolios.

Day-to-day responsibilities include leading a diverse team of SMEs in different functions (i.e. L2 and L3 Engineers, QLs, TLs, frontline L1s) supporting all our LOBs as required, driving them to achieve their goal plans and supporting them with their workload, ensuring all the necessary tools & processes are in place so as to effectively provide a flawless ProSupport Plus experience for customers in collaboration with FL managers, TSMs, RMs, Optimise TAMs, and TS staff & leadership.

Reporting into the ANZ ISG Director, a key additional part of the role will be acting as a delegate in internal forums with services leadership presenting performance detail, improvement plans & initiatives, and working directly with sales & customers as appropriate, both proactively & reactively. Some out-of-hours work will be expected to join the appropriate regional / global calls & forums.

Primary measures will be to show ongoing improvement in customer experience; productivity & warranty cost KPIs, with additional measures to show increased ProSupport / ProSupport Plus adoption rates, effective financial scaling including contact reduction initiatives both to FL and escalation rates to SPSPEs in-line with our North Star and effective fostering of innovation.

This role is primarily office based, but requires travel for training, workshops & customer meetings.

Essential Skills :

  • Minimum of 12, ideally 18-24 months as a Team Lead, Technical Support Manager or equivalent, with a track record of achieving or exceeding goal plan measures, particularly people tenets. As leader of a technically & culturally diverse team of high performers, strong people management is key to be success in this role and ensure a positive annual eNPS.
  • Proven leadership and mentoring skills with effective verbal and written feedback.
  • Ability to think outside the box and include other stake-holders, utilising local, regional & global relationships to drive more effective resolution times and better CE; where necessary acting as an effective leader outside of direct reporting line without overstepping the mark.
  • Excellent customer service and people management skills with the drive to exceed customer expectations by pushing staff to provide technical mastery and unprecedented ownership.
  • Good business development skills, the ability to effectively build and state a case with capacity planners, business & finance leads for appropriate, managed, organic HC scaling.
  • Possess excellent problem solving, communication and organizational skills, particularly working with people as a leader and as an influencer. The proven ability to work cross-functionally with peers and seniors across SDS, Sales, Marketing, IPS, Engineering etc both locally and globally.
  • The ideal candidate will be flexible, dependable, innovative, have excellent time management; and possess good presentation skills and competence of relevant tools (Excel, PPT, Tableau etc)
  • Relevant Tertiary Education desirable : Bachelors / Masters in a technology or science discipline; relevant Industry certifications a bonus : Microsoft / RedHat / VMWare / Cisco.

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