INFOBLOX
Infoblox delivers highly reliable and manageable platforms for core network services like domain name resolution (DNS), IP address assignment (DHCP), IP address management (IPAM) and more. Infoblox solutions – essential for the move from static networks to dynamic infrastructure and applications – are used by over 2,700 organizations worldwide, including over 100 of the Fortune 500. The company is headquartered in Santa Clara, Calif., and operates in more than 30 countries.
Infoblox´s management team includes key executives from NetScreen, Vernier, Fortinet, HP, and Sun. Principal investors include Sequoia Capital, Lehman Brothers and Duchossois Technology Partners.
The technical team combines next generation database experts with notable contributors to key internet technologies including: Cricket Liu, author of O´Reilly´s "DNS and Bind"; and Stu Bailey, former tech lead at National Center for Data Mining at University of Illinois, Chicago
Director Technical Support
The Manager/Director of Technical Support (North America) is responsible for all aspects of support delivered by the technical support staff in North America. These functions currently include: Technical Support (L1-L3) delivered via a multi-channel model.
This position will manage the daily operational performance of Infoblox's global support centers, include providing service quality feedback and in managing overall support workflow. The Manager/Director of Technical Support is is also responsible for short and long-term performance management of his/her direct reports, including managing individual operational indicators, written performance reviews, and career planning.
The Director of Technical Support will communicate with Infoblox field employees about customer issues and will manage the duty manager exception process. He or she will be responsible for communicating functional requirements for systems and tools to functional owners. Additionally, he or she will provide worldwide case activity data to cross-functional stakeholders.
This role requires a high level professional communication to all stakeholders.
Responsibilities:
Manage the business and operational relationship between Infoblox and its customers and partner including Managed Service providers and channel support partners.
Implement the service delivery strategy defined by the organization and supported by the senior management team.
Ensure that quality and service delivery standards are met.
Collaborate with other organization such as, Sales, Engineering, QA, and IT to improve overall customer satisfaction objectives.
Manage call center performance activities, customer satisfaction and expense forecasting.
Develop and implement standard service levels, delivery and operational processes.
Represent the Services functions as necessary on product teams and in various other Infoblox decision-making forums.
Evaluate and develop staff.
Manage performance to the team objectives including operational SLA's and KPI's.
Required Skills:
5-10 years experience managing high complexity, technical support centers, both on-shore and off-shore.
Thorough familiarity with global support practices, laws and customs, with particular emphasis on Japan and Europe.
Requires broad functional knowledge in all aspects of technical support management, including training and staff development; support planning; logistics; and delivery quality.
Outstanding written and verbal communication skills.
Education: BS/MS in engineering
Experience with process assessment, processes engineering of support processes
Infoblox is a very successful firm that is in the forefront of systems/networking technology. We really are seeking individuals that have a sincere urge to truly make a difference. We offer a highly competitive salary, bonus, and stock options. Please send your information to careers@infoblox.com
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