Technical Support Manager   

 Qualifications-    

• Bachelor's degree in relevant field & equivalent work experience.
• 6-8 years of experience in incident management or a related field.
• Proven track record of managing SLAs and driving incident resolution.
• Strong interpersonal skills with the ability to build and maintain effective working relationships.
• Excellent communication skills, both verbal and written.
• Demonstrated leadership abilities with a focus on motivating and developing team members.
• Ability to work independently and take initiative to drive results.
• Proficiency in incident management tools like SFDC.

Responsibilities-    

• Manage the day-to-day operations of the Last Mile (Service Provider) incident management team, ensuring timely resolution of incidents according to SLAs.
• Monitor and maintain service level agreements that have been signed with the customers. 
• Initiate escalations with internet service providers as needed, to ensure prompt resolution of incidents.
• Develop and nurture strong working relationships with service providers to facilitate effective incident management.
• Conduct regular performance reviews with service providers and provide constructive feedback.
• Motivate and inspire your team members to achieve their goals and excel in their roles.
• Collaborate with other departments to identify opportunities for process improvement and efficiency gains.
• Stay up-to-date with industry best practices and emerging trends in incident management.
• Act as a point of contact for escalations from both internal and external stakeholders.
• Prepare regular reports on team performance and incident trends for management review.

Bird’s eye view of your role –    

• Deliver Remarkable customer experience.
• Engage with customer to address any dissatisfaction and drive corrective actions.
• Manage and escalate critical customer issues to bring right level of expertise.
• Communicate at all levels among customers, escalation, engineering/development team, service managers about the progress and action plan.
• Develop Talent in the team aligning with the business objectives.
• Create an innovative, open, and high performing culture in the team.
• Drive operational metrics and build process compliance.
• Drive Continuous improvement and active participation in initiatives.
• Demonstrate ownership. Make timely, thoughtful, and bold decisions. 

  What will you bring –     

• Customer Advocacy – Be the Customer’s advocate in the organization.
• Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience.
• People Leadership.
• Ownership and Problem-Solving mindset.
• Ability to work with different stakeholders for outcomes.
• Obsess about Quality – Strive for delivering quality output in every interaction.
• Encourage diversity and innovation. 

What are your performance objectives –    

• Operations and case management metrics like CSAT, Backlog management, Quality scores etc.
• Escalation management.
• Driving automation.
• Employee engagement and growth.
• Performance management.
• Customer management.     

 What’s in it for you? (EVP – Employee Value Proposition) –    

• Work for a global, fast-growing SD-WAN innovator.
• Be a part of a company culture that embraces diversity and inclusivity.
• Aryaka was named one of the INC. magazines best places to work for 2020

Who are we –    

Aryaka is the global leader in fully managed SD-WAN and SASE services.  Delivered as-a-service for a variety of modern deployments, we make it easy for enterprises to consume network and network security solutions. Aryaka uniquely combines innovative SD-WAN and security technology with a global network and a managed service approach to offer the industry’s best customer and application experience. Coupled with being recognized for the 2nd year in a row by Gartner’s “Voice of the Customer and listed on the “Inc. 5000 America’s Fastest-Growing Private Companies” our clients include hundreds of global enterprises, including several from the esteemed Fortune 100.  We have strong partnerships with companies that include Palo Alto Networks, Check Point Software Technologies, as examples, and we are backed by incredible investors that include Goldman Sachs, Third Point Ventures, and others.  We are actively seeking top talent to join our growing team.  Are you ready?      

 Why Aryaka –    

We have won “Great Places to Work” World-Wide for 2 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees.  We encourage our employees to expand their knowledge base and provide the tools to help them get there.  We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas.  We have an amazing group of very respected “Thought Leaders” who are always open to mentoring.  We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “AryakaCares” Program as well as others. Our Benefits are World-Class, we have unlimited PTO, and a flexible work structure to allow you to maximize on your work/life balance.  As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the “whole person” without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.     

 Aryaka Networks, Inc. is an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the “whole person” without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.    

Third Party Agency Notice:  Aryaka does not accept unsolicited resumes from 3rd party agencies.  Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift and no fee will be paid.  All agencies must have a signed contract from Talent Acquisition management prior to any engagement.