Palo Alto Networks GCS Lab Manager EMEA & APAC in Amsterdam, Netherlands

What you'll be a part of:

Palo Alto Networks technical support team is a TSIA STAR award-winning group of high-performance professionals supporting business-critical customer service environments. When we're not busy winning things, we excel at scaling, optimization, and providing support in a professional manner in this high-growth industry. If you can smoothly diagnose and solve complex technical issues, then this is the team for you.

What we're looking for:

Palo Alto Networks is looking for an experienced enterprise support delivery manager. The role is responsible to enable customer success with our award-winning network security products. In this high growth business, scaling, optimization, dynamic spirit and sustained performance are the essentials. The GCS Lab Team is a high-performance group of engineers supporting business critical reproduction environments. This person will have responsibility for the day to day running of the lab environment, as well as budgeting and logistics, and is expected to implement and optimize performance that will keep Palo Alto Networks at the forefront in the industry.

Responsibilities:

  • Customer Satisfaction: Customer support is a strategic differentiator for Palo Alto Networks- helping drive customer loyalty, referenceability and repeat business. You will be measured by ability achieve the customer satisfaction goals. Customer satisfaction is the single most important measurement of the support organization, and the best way to measure our ability to achieve our mission to “Make our customers successful!”

  • Performance Management: Ensure that team managers, leads and engineers have the resources, cross-functional relationships and processes necessary to ensure success and sustained performance through release cycles. Mature and experienced guidance and direction to the team to deliver on organizational goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition. Responsibility for the team to meet organizational goals such as response time and resolve time goals.

  • Support Delivery – Manage the day-to-day delivery of support to our TAC, Professional Services and Educations teams. Understand and utilize support systems, tools and processes to deliver to internal SLA’s.

  • Budgeting – Work with the groups within Global Customer Support to manage the planning and purchasing for the lab budget, as well as the logistics for delivery of these purchases to labs worldwide. Work with vendors and our purchasing team to ensure the best value for Palo Alto Networks on outside purchases.

  • Manage team schedules and phone and web queues for incoming calls. Manage team to operational metrics targets to drive customer satisfaction. Perform case audits to ensure case handling meets quality standards.

  • Training and Mentoring: Directly provide and otherwise ensure appropriate technical and soft skills training and mentoring. Ensure training is effectively addressing our goal to create a learning environment and maximizing customer satisfaction levels. Ensure that consistent and standard on-boarding training programs are in place and delivered effectively.

  • Establish Goals & Objectives: Set team goals in-line with overall organizational goals. Also set specific goals for direct reports.

  • Perform annual reviews of all direct reports; set quarterly SMART goals and provide regular feedback on performance with respect to agreed upon goals.

Qualifications:

  • BA/BS in computer science or equivalent

  • 5+ years’ experience in Lab or Datacenter operations preferred

  • Prior management experience

Specialized Knowledge and Skills (Preferred):

  • Technical experience in the Network Security Industry

  • Knowledge of Network Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco)

  • Knowledge of internetworking, LAN, and WAN technologies

  • Background in budgeting and logistics

EOE Protected Veterans/Disability.