📍 Job Overview

Job Title: Senior Director - Technical Support APAC Theater
Company: Juniper Networks
Location: Bengaluru, Karnataka, India
Job Type: On-site
Category: Senior Technical Leadership
Date Posted: June 17, 2025
Experience Level: 10+ years
Remote Status: On-site (25% travel required)

🚀 Role Summary

Lead the APAC region's Technical Assistance Center (JTAC) team to deliver exceptional customer support and drive operational excellence.
Collaborate with cross-functional teams, including engineering, sales, and professional services, to ensure comprehensive customer support and alignment with organizational goals.
Manage customer escalations, define support plans, and maintain Juniper's brand reputation.
Foster a culture of innovation and continuous improvement, driving strategic initiatives to enhance customer experience and operational efficiency.

📝 Enhancement Note: This role requires a seasoned leader with a proven track record in managing large technical support teams, strong customer focus, and the ability to navigate complex, cross-functional environments.

💻 Primary Responsibilities

Customer Experience Leadership: Ensure the delivery of best-in-class customer experience by managing the APAC JTAC team to meet operational metrics and productivity targets.
Team Management: Hire, coach, and develop senior JTAC management within the region, fostering a culture of operational excellence and personal growth.
Incident Management: Define and implement incident-specific support plans associated with customer escalations, maintaining control and protecting Juniper's brand.
Strategic Partnerships: Build strong relationships with senior executives, both internally and externally, to facilitate team goals and success.
Performance Improvement: Define and implement performance improvement metrics for global JTAC, driving continuous improvement in service delivery processes.
Sales Support: Collaborate with the sales team to manage customer and issue management, ensuring a seamless customer experience throughout the sales cycle.
Cost Control: Oversee effective cost controls to ensure the financial sustainability of the APAC JTAC operations.

📝 Enhancement Note: This role requires a balance of strategic thinking and tactical execution, with a strong focus on customer-centric decision-making and team leadership.

🎓 Skills & Qualifications

Education: Bachelor's degree required, MBA preferred. Relevant coursework in business, management, or a related field is beneficial.

Experience: 10+ years managing TAC operations and large teams, with a strong background in network operations and data communications technologies.

Required Skills:

Excellent communication and interpersonal skills, both written and verbal.
Strong presentation skills, with the ability to influence cross-functional teams and senior executives.
Proven ability to manage diverse teams across wide geographical and culturally diverse organizations.
Demonstrated success in driving operational excellence and improving customer experience.
Strong knowledge of the data communications industry and network operations.

Preferred Skills:

Experience with Juniper products and solutions.
Familiarity with APAC region's business culture and customer expectations.
Bilingual or multilingual proficiency in regional languages.

📝 Enhancement Note: Candidates with experience in managing technical support teams in the APAC region and familiarity with Juniper's product portfolio will have a competitive advantage.

📊 Web Portfolio & Project Requirements

Not applicable for this senior leadership role

💵 Compensation & Benefits

Salary Range: INR 2,500,000 - 3,500,000 per annum (Based on industry standards for senior technical leadership roles in Bengaluru, considering experience and skills)

Benefits:

Competitive health, dental, and vision insurance plans.
Retirement savings plans with company match.
Generous time-off policies, including vacation, sick leave, and holidays.
Employee stock purchase plan.
Tuition reimbursement and professional development opportunities.
Employee discounts on Juniper products and services.

Working Hours: Full-time, with 25% travel required. The role may require flexibility to manage customer escalations and support global operations.

📝 Enhancement Note: Salary and benefits information are based on market research and industry standards for senior technical leadership roles in Bengaluru. Actual compensation may vary based on individual qualifications and company discretion.

🎯 Team & Company Context

🏢 Company Culture

Industry: Juniper Networks is a leading provider of high-performance networking and security solutions for businesses worldwide. The company operates in the technology sector, focusing on network infrastructure, cloud, and security products.

Company Size: Juniper Networks is a mid-sized company with approximately 10,000 employees globally. This size allows for a balance between a structured environment and the agility to drive innovation and change.

Founded: Juniper Networks was founded in 1996 and has since grown to become a prominent player in the networking industry, with a strong focus on research and development.

Team Structure:

The APAC JTAC team consists of multiple levels of support engineers, team leads, and managers.
The team works closely with cross-functional groups, including engineering, sales, and professional services, to ensure comprehensive customer support and alignment with organizational goals.
The senior director reports directly to the global head of JTAC and works collaboratively with other regional directors to maintain a follow-the-sun support model.

Development Methodology:

Juniper Networks follows Agile methodologies for software development and continuous improvement.
The company emphasizes a culture of innovation, with a strong focus on research and development to drive industry-leading solutions.
Juniper Networks encourages a customer-centric approach, with a commitment to delivering exceptional customer experiences and driving operational excellence.

Company Website: Juniper Networks

📝 Enhancement Note: Juniper Networks' culture emphasizes innovation, collaboration, and a strong customer focus. Candidates who thrive in dynamic, cross-functional environments and share these values will be well-suited to this role.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level technical leadership position, responsible for managing a large team and driving operational excellence in the APAC region. The senior director is expected to provide strategic guidance, foster innovation, and ensure the highest level of customer experience.

Reporting Structure: The senior director reports directly to the global head of JTAC and works collaboratively with other regional directors to maintain a follow-the-sun support model. The role involves managing senior JTAC management within the region, with a focus on developing capability and driving personal growth.

Technical Impact: The senior director is responsible for defining and implementing support plans, managing customer escalations, and maintaining Juniper's brand reputation. The role requires a deep understanding of network operations and data communications technologies, as well as the ability to influence cross-functional teams and senior executives.

Growth Opportunities:

Technical Leadership: Develop and coach senior JTAC management within the region, fostering a culture of operational excellence and personal growth.
Strategic Initiatives: Drive strategic initiatives to enhance customer experience and operational efficiency, demonstrating a passion for and mastery of customer service.
Cross-Functional Collaboration: Build strong partnerships with engineering functions, sales teams, and professional services organizations to ensure comprehensive customer support and alignment with organizational goals.

📝 Enhancement Note: This role offers significant opportunities for career growth, both in terms of personal development and the impact on Juniper Networks' global customer support operations.

🌐 Work Environment

Office Type: Juniper Networks' Bengaluru office is a modern, collaborative workspace designed to foster innovation and cross-functional teamwork. The office features multiple workspaces, conference rooms, and breakout areas to accommodate various working styles and team sizes.

Office Location(s): Bengaluru, Karnataka, India. The office is conveniently located in a bustling business district, with easy access to public transportation and amenities.

Workspace Context:

Collaborative Environment: The office encourages open communication and collaboration, with dedicated spaces for team meetings, brainstorming sessions, and informal discussions.
Technology Infrastructure: Juniper Networks provides state-of-the-art technology infrastructure, including high-speed internet, advanced video conferencing tools, and secure network access.
Work-Life Balance: The company offers flexible work arrangements, including remote work options and flexible hours, to support a healthy work-life balance.

Work Schedule: Full-time, with 25% travel required. The role may require flexibility to manage customer escalations and support global operations. Juniper Networks operates on a 24/7 basis, with a follow-the-sun support model to ensure continuous customer support.

📝 Enhancement Note: Juniper Networks' work environment is designed to foster collaboration, innovation, and a strong customer focus. Candidates who thrive in dynamic, cross-functional environments will find this role appealing.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen (30 minutes): A brief conversation to assess communication skills, cultural fit, and initial qualifications.
Technical Deep Dive (60 minutes): A detailed discussion of the candidate's technical background, experience managing TAC operations, and strategic approach to customer support.
Behavioral Interview (60 minutes): An in-depth exploration of the candidate's leadership style, problem-solving skills, and ability to manage diverse teams in a cross-functional environment.
Final Interview (60 minutes): A meeting with the global head of JTAC to discuss the candidate's fit for the role, strategic vision, and alignment with Juniper Networks' goals.

Portfolio Review Tips: Not applicable for this senior leadership role

Technical Challenge Preparation:

Brush up on network operations and data communications technologies.
Prepare examples of successful customer escalation management, team leadership, and strategic initiatives.
Familiarize yourself with Juniper Networks' products, solutions, and customer support processes.

ATS Keywords:

Technical Support
Customer Experience
Team Management
Operational Metrics
Cost Control
Incident Management
Sales Support
Performance Improvement
Coaching
Communication
Cross-Functional Alignment
Talent Development
Crisis Management
Strategic Thinking
Innovation
Networking

📝 Enhancement Note: Juniper Networks' interview process is designed to assess the candidate's technical expertise, leadership skills, and cultural fit. Candidates who can demonstrate a strong track record in managing TAC operations, driving operational excellence, and fostering a customer-centric culture will be well-prepared for the interview process.

🛠 Technology Stack & Web Infrastructure

Not applicable for this senior leadership role

👥 Team Culture & Values

Web Development Values:

Customer Focus: Juniper Networks places a strong emphasis on delivering exceptional customer experiences and driving operational excellence.
Innovation: The company encourages a culture of innovation, with a strong focus on research and development to drive industry-leading solutions.
Collaboration: Juniper Networks fosters a collaborative work environment, with a focus on cross-functional teamwork and knowledge sharing.
Integrity: The company values integrity, ethical behavior, and a commitment to maintaining Juniper's brand reputation.

Collaboration Style:

Cross-Functional Integration: The APAC JTAC team works closely with cross-functional groups, including engineering, sales, and professional services, to ensure comprehensive customer support and alignment with organizational goals.
Code Review Culture: Juniper Networks encourages a culture of continuous improvement, with a strong focus on learning from successes and failures to drive operational excellence.
Knowledge Sharing: The company fosters a culture of knowledge sharing, with a commitment to developing the skills and capabilities of its employees.

📝 Enhancement Note: Juniper Networks' culture emphasizes innovation, collaboration, and a strong customer focus. Candidates who share these values and thrive in dynamic, cross-functional environments will be well-suited to this role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Operational Excellence: Drive operational excellence in the APAC region, meeting or exceeding customer experience and operational metrics.
Strategic Initiatives: Develop and implement strategic initiatives to enhance customer experience and operational efficiency.
Cross-Functional Alignment: Collaborate with cross-functional teams, including engineering, sales, and professional services, to ensure comprehensive customer support and alignment with organizational goals.
Talent Development: Attract, develop, and retain high-performing teams in the APAC region, fostering a culture of operational excellence and personal growth.

Learning & Development Opportunities:

Technical Training: Juniper Networks offers technical training and certification programs to help employees develop their skills and advance their careers.
Leadership Development: The company provides leadership development programs to help employees build the skills and capabilities required to manage and lead high-performing teams.
Conferences & Events: Juniper Networks encourages employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices in network infrastructure, cloud, and security solutions.

📝 Enhancement Note: This role presents significant challenges and growth opportunities for candidates with a strong background in managing TAC operations, driving operational excellence, and fostering a customer-centric culture.

💡 Interview Preparation

Technical Questions:

Customer Experience: Describe your approach to delivering exceptional customer experiences and driving operational excellence in a large, diverse team.
Strategic Thinking: How would you define and implement strategic initiatives to enhance customer experience and operational efficiency in the APAC region?
Team Management: How do you approach hiring, coaching, and developing senior JTAC management within a region to foster a culture of operational excellence and personal growth?
Cross-Functional Collaboration: How would you build strong partnerships with engineering functions, sales teams, and professional services organizations to ensure comprehensive customer support and alignment with organizational goals?

Company & Culture Questions:

Juniper Networks: What attracts you to Juniper Networks, and how do you see yourself contributing to our mission and values?
APAC Region: How do you plan to tailor your approach to managing the APAC JTAC team to address the unique cultural and business environments in the region?
Customer Focus: How do you ensure that customer needs and expectations remain at the center of your decision-making and strategic initiatives?

Portfolio Presentation Strategy: Not applicable for this senior leadership role

📝 Enhancement Note: Juniper Networks' interview process is designed to assess the candidate's technical expertise, leadership skills, and cultural fit. Candidates who can demonstrate a strong track record in managing TAC operations, driving operational excellence, and fostering a customer-centric culture will be well-prepared for the interview process.

📌 Application Steps

To apply for this Senior Director - Technical Support APAC Theater position:

Submit your application through the Juniper Networks careers portal.
Prepare for the phone screen by reviewing your communication skills, cultural fit, and initial qualifications.
Brush up on your technical background, experience managing TAC operations, and strategic approach to customer support for the technical deep dive.
Reflect on your leadership style, problem-solving skills, and ability to manage diverse teams in a cross-functional environment for the behavioral interview.
Familiarize yourself with Juniper Networks' products, solutions, and customer support processes to demonstrate your fit for the role and alignment with the company's goals.
Prepare for the final interview by refining your strategic vision and approach to driving operational excellence in the APAC region.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Juniper Networks before making application decisions.

Senior Director - Technical Support APAC Theater