F5 Escalation Account Director 

United Arab Emirates, Dubai, Dubai 

961460817

PRIMARY RESPONSIBILITIES:

• Take ownership of the escalation process for nominated customers only for specific technical support cases where a customer’s network is down or severely impaired.
• Direct progress of technical support staff, escalation team, engineering team and all other F5 resources in addressing customer production issues, function as point-of-contact for issue management.
• Create and manage comprehensive plans of action to resolve technical issues affecting F5 customers.
• Provide post-mortem review and analysis as required by internal teams or customers.
• Interface closely with field teams to ensure coordinated and consistent messaging from F5 during an incident.
• Analyze the resulting relationship between F5 and the customer. If corrective action needs to be taken, partner with the account teams or other internal resources to improve the long-term relationship with the customer.
• Once the incident has been resolved and the customer is satisfied, the EAD extracts themselves from the account and returns the customer to normal support operations.
• Perform other related duties as assigned.
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.

KNOWLEDGE, SKILLS AND ABILITIES

• Must be able to direct others and set priorities to resolve crisis or high-visibility situations while remaining calm and advocating best practices.
• Must be able to influence and manage a client as well as internal resources that don’t directly report to this position.
• Must have proven project management skills – PMP is a plus.
• Must have proven incident management best practices – ITIL a plus but not a requirement. F5 is not an active ITIL practice.
• Must be able to show good judgment skills and the ability to put the customer first
• Must have excellent written and verbal communication skills – English fluency is required. Secondary language an asset but not required.
• Must be a self starter and show initiative with the ability to work past barriers
• Must be able to relay complex technical information to people with varying skill and knowledge levels although this role is a non-technical business position.
• Must be a team player as there will be regular requirements to support other EAD accounts during teammates holidays or sick leave
• Must be highly proficient in Excel and PowerPoint applications

QUALIFICATIONS:

• Three to Five years in an operational leadership role successfully resolving production outages, service impairments or other high visibility events for customers.
• At least 5 years within a technical networking background although no deep technical skills are required. This ideally would be a mix of both working for a vendor and a client.
• BS/BA degree or equivalent years work experience.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.