What You'll Do
· Lead the day-to-day operations of Technical Consulting Engineering (TCE) teams and complete established operational strategies and playbooks across the incident lifecycle.
· Allocate technical resources, workload, shifts, and queue assignments to maintain effective 24/7 coverage for customer cases and support requests within the assigned technology portfolio.
· Own operational performance for an assigned technology domain, product line, or regional customer base, ensuring consistency to service-level agreements (SLAs) and consistent achievement of mean time to resolution (MTTR) targets.
· Partner with engineering squads and tier-2 and tier-3 technical teams to resolve high-pressure outages, drive rigorous root-cause analysis (RCA), and provide architectural guidance where needed.
· Serve as the primary critical issue point for the team's cases and translate complex technical findings into clear, actionable updates that maintain customer trust during technical crises.
· Drive adoption of AI, automation, telemetry, and modern workflows to improve service delivery, accelerate incident resolution, reduce manual effort, and support strategic panning stabilization.
· Provide administrative oversight for expenses, equipment requests, benefits, scheduling, and on-call operations while enforcing internal data privacy, security, and compliance requirements.
· Translate Cisco's strategic priorities into clear team priorities, redirect effort when work is misaligned, and build accountability for high-impact outcomes.
· Develop team capabilities through regular 1:1s, clear feedback, coaching, and a psychologically safe environment that supports meaningful business outcomes through change.
Who You'll Work With
· Technical Consulting Engineering (TCE) and Technical Assistance Center (TAC) teams responsible for customer support operations.
· Engineering squads and tier-2 and tier-3 technical teams engaged in active outages, root-cause analysis, and product improvement.
· Customers and multi-functional partners who rely on clear communication, coordinated critical issue management, and stable technical outcomes.
· Leaders and partner teams advancing Cisco's operational priorities, AI-first workforce strategy, compliance, and organizational change.
Who You Are
· A customer advocate and operational leader who brings urgency, quality, accountability, and sound judgment to critical support work.
· A technically curious leader who can understand the team's domain, guide incident response, and foster disciplined root-cause analysis and continuous improvement.
· A clear communicator who builds trust during high-pressure situations and turns complex technical information into actionable direction for customers and partners.
· A people leader who coaches through change, develops capability, encourages responsible use of AI and automation, and creates psychological safety.
Our minimum requirements for this role
· Bachelor's degree and 7 years of related experience, or a master's degree and 4 years of related experience, or a PhD and 1 year of related experience.
· Previous supervisory or team lead experience.
· At least 5 years of practical experience in the technical domain of the team being led.
· Professional and technical certifications relevant to the role, maintained from before assuming people-management responsibilities.
· Experience guiding a team in the technical aspects of its chartered work.
Desired Skills
· Experience using telemetry and operational metrics to move support organizations toward proactive stabilization.
· Experience integrating AI and automation into team rituals, workflows, and service-delivery practices with responsible-use principles.
· Workforce capacity planning and operational scheduling for global, 24/7 support coverage.
· Incident lifecycle management, high-pressure outage coordination, root-cause analysis, and architectural…