Manager – Technical Services

Manager – Technical Services

Requirements

• Masters in CS/IT/CIS/EE or equivalent in experience.
• Minimum of 4 years direct management experience and working knowledge of networking industry, products, and protocols.
• Minimum of 5-7 years of hands-on experience and a combination of the following: designing, deploying, configuring, supporting, troubleshooting, debugging, and administering the following network protocols and technologies: Knowledge in the following areas desired: Ethernet, RSTP/ MSTP, VLANs, IP Routing, TCP/IP, BGP, eBGP, VxLAN, EVPN, Multicast, Spanning Tree, QoS, ARP, BGP, DHCP, Flow Control, ICMP, IGMP, IPv4 & IPv6, LACP, LLDP, Open Flow, OSPF, PIM, QOS, RIP, Sflow, SNMP, STP.
• A strong comfort level with Linux is highly desired.
• Familiarity with programming/scripting (C++, Java, Python, Perl, JavaScript, shell) is a plus.

Responsibilities

• Attract and hire exceptional talent, aligned to Arista’s culture and business.
• Define the responsibilities and expectations of each engineer on the team. Solicit, document, and provide balanced feedback on their performance, addressing opportunities for development and growth. Recognize and reward outstanding performance.
• Partner with engineers to develop actionable plans to support career goals, including developing technical, communication, people, and leadership skills.
• Hold career development meetings and monthly 1 on 1 sync-up reviews with direct employees.
• Promote internal and external career opportunities to the team to support employee growth, development, and business opportunities.
• Build and develop a high-performing team.
• Develop and execute team plans that support the TAC organization’s goals and objectives.
• Develop a resources skills matrix for the team, addressing any current or future team gaps based on existing products and Product Line Management (PLM) Road Maps.
• Hold regular meetings with the team. Manage team performance to goals, continuously evaluating and adjusting, as necessary.
• Drive Root Cause Analyses (RCA) and Major Problem Review (MPR) for high visibility outages and incidents for Arista customers.
• Promote and cultivate a team spirit and a culture built on open communication, collaboration, teamwork, trust, and integrity.
• Effectively manage day-to-day team operations.
• Accountable for developing and executing action plans to meet TAC team objectives contributing to customer NPS scores and business priorities.
• Understand and articulate local team alignment to organizational vision and strategy and drive the team to achieve results.
• Build a culture of collaboration with a priority of knowledge sharing within the technology functions, leveraging people, processes, and tools.
• Exhibit proficient and thorough understanding of tools, process policies, and procedures (PPP). Identify, innovate, and execute opportunities to optimize the business.
• Socialize, share, and seek best practices across Global Support managers and Directors.
• Engage in quality improvement initiatives With Development and PLM.
• Be a change leader, modeling and integrating change management practices in the team to accelerate process, tools, and behavior adoption.
• Develop a team/peer strategy to enhance the customer experience by proactively engaging in case reviews, escalation ownership, and feedback from Tech Leads, Team Leads, Customer Success leads, and Escalation resources.
• Serve as a customer’s advocate by identifying case management trends and proactively escalating issues via Team/Tech leads, Escalation, and development teams.
• Act as an escalation point for customers.
• Empower Technical Solution Engineers (TSE’s) in ownership of customer issues.
• Foster an environment of inclusion and diversity, reinforcing Arista’s core values and culture.
• Create a work environment where people are valued and rewarded for their accomplishments.
• Be a Team role model, exhibiting personal competencies of self-awareness, willingness to help others, self-motivation, and social awareness.

Preferred Qualifications

• Industry Certifications are a plus.