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Mgr., Support Delivery FS

Palo Alto Networks

This is a Full-time position in Plano, TX posted April 13, 2021.

Company Descriptionn n Our Missionn n At Palo Alto Networks® everything starts and ends with our mission:n nBeing the cybersecurity partner of choice, protecting our digital way of life.n nWe have the vision of a world where each day is safer and more secure than the one before.

These aren’t easy goals to accomplish
– but we’re not here for easy.

We’re here for better.

We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.n n Job Descriptionn n Your Careern n Palo Alto Networks is looking for an experienced enterprise Support Delivery Manager.

The role is responsible to enable customer success with our award-winning network security products.

In this high growth business, scaling, optimization, dynamic spirit and sustained performance are essential.

The Support Delivery team is a high-performing group of engineers supporting business critical customer environments.

This person will have responsibility for the front-line support delivery team and is expected to implement and optimize performance and delivery excellence that will help keep Palo Alto Networks at the forefront of our industry.

Additionally, we are looking for someone with the experience and drive to help expand our Technical Assistance Center Academy program, designed to identify and train new Engineers to be successful within Palo Alto Networks.n n Your Impactn Customer Satisfaction: Customer support is a strategic differentiator for Palo Alto Networks
– helping drive customer loyalty, referenceability and repeat business.

You will be measured by your ability to achieve customer satisfaction goals.

Customer satisfaction is the single most important measurement of our support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!” Operational Management: Daily management of case inflow, backlogs, updates, engineer adherence, case escalations and other applicable Technical Assistance Center dashboards and measurements.

All metrics and measures are designed to ensure we provide an exceptional customer experience with our Support team and products.

Performance Management: Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure successful and sustained performance through release cycles.

Provide mature and experienced guidance and direction to the team to deliver on organizational goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition.

Responsibility for the team to meet organizational goals such as response and resolution time goals.

Training and Mentoring: Directly provide and otherwise ensure appropriate technical and soft skills training and mentoring.

Ensure training is effectively addressing our goal to create and encourage a collaborative learning environment and maximize customer satisfaction.

Ensure that consistent and standard training programs are in place and delivered effectively.

Establish Goals & Objectives: Set team goals in-line with overall organizational goals.

Set and monitor specific goals and objectives for direct reports and provide regular feedback related to performance with respect to these agreed goals.

Measure and monitor performance and conduct annual reviews of all direct reports.

Educational Programs: Assist in enabling and expanding various educational efforts and programs to enhance candidate sourcing and ensure consistent training across organizations globally.n n Qualificationsn n Your Experiencen BA/BS in computer science or equivalent (MBA a plus) 10+ years-experience in enterprise support and service delivery preferred Prior management experience leading a team with a range of technical abilities from very junior to advanced Experience developing, launching, expanding, and maintaining global technical education programs, including traditional methods of learning as well as progressive techniques and certifications Technical experience in the Network Security Industry Experience as a network administrator (or equivalent) in an NT or Unix environment Knowledge of Network Security (Routers, Switches, firewalls, VPN routers
– Checkpoint, Juniper (Netscreen), Fortinet, Cisco) Background in internetworking, LAN, and WAN technologies Background in debugging broad, complex, and unique networks with mixed media and protocolsn n Additional Informationn n Our Commitmentn n We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.

It’s simple: we can’t accomplish our mission without diverse teams innovating, together.n nWe are committed to providing reasonable accommodations for all qualified individuals with a disability.

If you require assistance or accommodation due to a disability or special need, please contact us at (email protected)n nPalo Alto Networks is an equal opportunity employer.

We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.