Description
You will lead the day-to-day operations of Technical Consulting Engineering (TCE) teams and complete established operational strategies and playbooks across the incident lifecycle.
You will allocate technical resources, workload, shifts, and queue assignments to maintain effective 24/7 coverage for customer cases and support requests within the assigned technology portfolio.
You will own operational performance for an assigned technology domain, product line, or regional customer base, ensuring consistency to service-level agreements (SLAs) and consistent achievement of mean time to resolution (MTTR) targets.
You will partner with engineering squads and tier-2 and tier-3 technical teams to resolve high-pressure outages, drive rigorous root-cause analysis (RCA), and provide architectural guidance where needed.
You will serve as the primary critical issue point for the team's cases and translate complex technical findings into clear, actionable updates that maintain customer trust during technical crises.
You will drive adoption of AI, automation, telemetry, and modern workflows to improve service delivery, accelerate incident resolution, reduce manual effort, and support strategic planning stabilization.
You will provide administrative oversight for expenses, equipment requests, benefits, scheduling, and on-call operations while enforcing internal data privacy, security, and compliance requirements.
You will translate Cisco's strategic priorities into clear team priorities, redirect effort when work is misaligned, and build accountability for high-impact outcomes.
You will develop team capabilities through regular 1:1s, clear feedback, coaching, and a psychologically safe environment that supports meaningful business outcomes through change.
Who You'll Work With
You will work with Technical Consulting Engineering (TCE) and Technical Assistance Center (TAC) teams responsible for customer support operations.
You will work with engineering squads and tier-2 and tier-3 technical teams engaged in active outages, root-cause analysis, and product improvement.
You will work with customers and multi-functional partners who rely on clear communication, coordinated critical issue management, and stable technical outcomes.
You will work with leaders and partner teams advancing Cisco's operational priorities, AI-first workforce strategy, compliance, and organizational change.
Who You Are
You are a customer advocate and operational leader who brings urgency, quality, accountability, and sound judgment to critical support work.
You are a technically curious leader who can understand the team's domain, guide incident response, and foster disciplined root-cause analysis and continuous improvement.
You are a clear communicator who builds trust during high-pressure situations and turns complex technical information into actionable direction for customers and partners.
You are a people leader who coaches through change, develops capability, encourages responsible use of AI and automation, and creates psychological safety.
Requirements
- Bachelor's degree and 7 years of related experience, or a master's degree and 4 years of related experience, or a PhD and 1 year of related experience.
- Previous supervisory or team lead experience.
- At least 5 years of practical experience in the technical domain of the team being led.
- Professional and technical certifications relevant to the role, maintained from before assuming people-management responsibilities.
- Experience guiding a team in the technical aspects of its chartered work.