Services Management Specialist - Egypt

Juniper Networks Service Manager
Based in Cairo at Juniper Egypt Office. Occasional travel to customer sites
for meetings.
About the Position:
The Service Manager (S M) will serve as the primary customer interface for all
post sales technical issues for Enterprise and Service Provider customers and
is expected to effectively manage escalations end to end . This position
resides within the Juniper Networks Services delivery team.
The S M is the single point of contact and customer advocate for the account,
working closely with the Juniper Networks services delivery teams, such as
Juniper technical assistance cent er , contracts teams and logistics, as well
as the sales and engineering teams on prioritizing and managing all customer
issues and escalations.
The S M will organize and coordinate periodic meetings and annual technical
reviews to present overall JTAC case analysis, work to avoid potential network
outages by proactively determining if issues seen with other customer networks
pose a risk to their customer environment. Communicate issues internally to
product marketing and upper management to keep key players current on major
account activity.
Responsibilities:
* Serve as the central point of coordination between the customer, account team, Juniper Technical Assistance Centre (JTAC), Engineering, Product Line Management (PLM) and Customer Services and Sales management
* Hold consistent regularly scheduled customer meetings, no longer than every two weeks, preferably weekly.
* Successfully manage case and account escalations
* Provide a concise informative weekly report summarizing the key developments with your accounts. Include details such as Problem Report (PR) numbers and case numbers where appropriate so that engineering and other internal people can review. Also show continuity from week to week on outstanding issues and summarize any meetings (other than the regularly scheduled ones). Delineate the ongoing issues from new issues.
* Provide written site visit reports to the team after any on site visit other than regularly scheduled meetings. For business reviews/case analysis, indicate customer feedback on the review so Juniper can continue to improve.
* Run report s based on the service contract with the customer and prepare a presentation for the customer summarizing the trends seen, both, positive or negative. Analyse the trends for discussion with the customer and define actions to address any issues and concerns.
* Develop/maintain a good technical and marketing knowledge of Juniper product lines.
* Develop/maintain strong relationships with our partners and customers technical teams.
* Participate in customer network planning review meetings.
* Have a good understanding of the technology utilized in the assigned customer's environment.
* Become intimately familiar with the accounts technical goals and initiatives and provide key insight about such goals and initiatives within Juniper.
* Normally support ‎5-‎8 customers as their designated SM .
* Travel a minimum of once per year to each supported customer.
* Coordinate corporate resources as they pertain to the support of your customers.
* Support customers with the implementation and operation of Juniper Support Automation
Qualifications:
* This position requires extensive experience in managing complex technical account activity.
* Requires a strong IP background and experience in Customer Support environments in order to discuss and drive technical issues for the customer in an appropriate manner.
* Knowledge in one or more of the technical areas below is required.
* Core and edge routing & switching technologies
* Internet firewalls
* Network management
* The candidate must have a proven background in managing customers and a clear ability to prioritize issues, while considering both customer and Juniper requirements.
* Must have strong communication, interpersonal and leadership skills and be able to demonstrate a history of high-level achievement in cross-functional organizations.
* ITIL Certification.
* Bachelor degree in Computer Science, Telecommunicaiton Engineering or equivelant.
Preferred Qualifications:
* Bachelor degree in Computer Science, Telecommunicaiton Engineering or equivelant.
* Industry certification (JNCIE or equivelant) is a plus
* ITIL, ETOM, Six Sigma Certification is a plus
* Fluency in English ,
Other Information:
* Relocation is not available for this position
* Travel requirements for the position ‎10%.