Manager, Enterprise Support

It's an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine's Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies and having fun along the way.

We are looking for a Manager, Enterprise Support to join our Support Operations team in Trivandrum, reporting to the Director of Enterprise Support. In this role, you will lead and manage a non-technical Enterprise Customer Support team, focusing on the daily operations, team performance, and process excellence. You will be responsible for ensuring high levels of customer satisfaction through effective case management, timely communication, and consistent service delivery.

You are the ideal candidate if you have prior experience managing customer support team, and have a strong track record of driving performance, building team capabilities, and delivering continuous process improvements in a fast-paced service environment.

What you'll do:

• Oversee day-to-day operations of the Enterprise Support team to ensure timely and quality customer support for our Enterprise Customers
• Manage case workflows, queues, and service levels to meet key operational metrics
• Drive customer satisfaction by ensuring a strong customer-first approach within the team. Be Customer Obsessed.
• Lead team huddles, 1:1 meeting, performance reviews, and coaching sessions
• Coordinate with cross-functional teams such as Technical Support Engineers, Customer Development team, Engineering, and Logistics team to resolve customer issues and improve the support experience
• Support internal escalations and ensure issues are addressed promptly and professionally
• Hire, onboard, and develop team members with a focus on skill growth and operational excellence
• Create Personal Development plans/Skillset repository for each team member and follow up on progress
• Identify areas of improvement and recommend process enhancements to improve service delivery
• Own team communication, performance reporting, and alignment with business goals
• Champion Process improvement initiatives by ensuring continuous improvement Methodologies

What you'll bring:

• 5+ years of experience managing customer support teams preferably in a global Enterprise support Organization
• A Manager of Managers -Proven ability to manage teams in a high-volume, service-oriented environment
• Strong people management skills including coaching, conflict resolution, and team development
• Bachelor's degree in business (3 years min) in administration, Operations, or a related field
• Experience using support tools such as Salesforce, Zendesk, or similar ticketing platforms
• Ability to analyse performance data and implement process improvements
• Ability to Learn new processes and methodologies and identify opportunity areas
• Process improvement by redesigning workflows in line with dynamic business needs
• Proven ability in AI tools adoption to improve efficiency across Teams
• Excellent communication and interpersonal skills with a collaborative mindset

What success looks like:

After six months, you will…

• Gain strong knowledge of Infoblox support workflows, systems, and performance expectations
• Build trust and alignment with your team through regular check-ins and feedback
• Begin implementing improvements to existing processes
• Support team members through targeted coaching and development planning

After about a year, you will…

• Own key metrics around customer satisfaction, SLA adherence, and team productivity
• Build a roadmap for long-term team development and succession planning
• Lead strategic initiatives for support process improvement and efficiency
• Be recognized as a strong people leader who contributes to the success of the broader support organization

Why Infoblox?

We've created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you're a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it's like to be a Bloxer. We think you'll be excited to join our team.

We've got you covered:

Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a Provident Fund with company matches and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers.

Hybrid: #LI-Hybrid

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