Cisco Systems, Inc. is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Networks are an essential part of business, education, government and home communications today and Cisco Internet Protocol-based (IP) networking solutions are the foundation of these networks. Cisco hardware, software, and service offerings are used to create Internet solutions that allow individuals, companies, and countries to increase productivity, improve customer satisfaction and strengthen competitive advantage.

Job Description:
What You'll do:
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers businesses worldwide. We are pioneers and have been since the early days of connectivity.
Today, we are hiring teams that are expanding our technology solutions in the mobile, cloud, security, It, big data spaces, machine learning including software and consulting services.
As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Conceptualize crafting unprecedented disruption. Your revolutionary ideas will affect everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.
With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.
Cisco Kinetic platform is fastest growing segment in Iot and developing next-gen network management platforms to provide solutions for Iot Customers for various deployments, Manufacturing, Mining, Oil & Gas, Automation and Smart Connected.

• Participate in developing strategic plan to support business growth, improve customer and employee satisfaction and ensure the operational excellence and talent development
• Establish and monitor the performance goals and resource plan to ensure our Slas are consistently met or exceeded
• Manage staff performance by directing and coordinating activities consistent with established goals, objectives, budget and policies
• Ensure on-going performance improvement by designing and deploying systematic processes designed to improve performance aligned with team objectives
• Engage with dissatisfied customers to understand their concerns, provide them assurance and updates as needed
• Identify trends for opportunities where we can reduce or eliminate issues from recurring again in the future
• Deliver training to new staff, provide mentoring and development to ensure staff is properly prepared to provide effective support to customers
• Contribute hands-on by troubleshooting and resolving customer issues along with the team as necessary

Who You'll work with:
The Cisco Kinetic platform team is a group of high energy, customer focused escalation engineers who bring diverse perspectives and experiences to bear on the toughest engineering challenges.
This candidate will play a key role for the Cisco Kinetic customer satisfaction. He/She will be accountable for managing the team that works escalations that come from our Tac organization to resolve as many as possible and work with our engineering teams to resolve the remainder.
This position requires extensive collaboration with multiple engineering teams, Product Management, Program Management and other stakeholders. The candidate will work in an Agile fashion and will ensure his/her team will manage the unresolved backlog.
Who You are:
You are experienced in designing and implementing cloud scale applications and micro services specializing in backend and Api. You can write automated tests for new software features. Besides this, your communication and presentation skills are exemplary, and you grow with working in a highly collaborative, inclusive, and agile atmosphere with multi-functional teams.
Required Qualifications

• Ba or Bs in Computer Science or related technical fields or equivalent experience
  Minimum of 6 years of experience in leading Technical Support/Engineering teams
• providing remote B2B 24x7 mission critical support to an international customer base
• Experience using case management and bug tracking tools
• Excellent written and verbal communication, listening, negotiation and presentation skills

Preferred
Iot and network management experience in It or Ot environment is a plus
Understanding and working knowledge on network management is a plus