At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

　　Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

　　Position Summary

　　The Sr Manager, Consulting for XC, develops and maintains a technically qualified team of Technical Account Managers and Support engineers whose mission is to support the existing customers, drive upsell opportunities and help in setting up well-defined processes. This is a leadership opportunity responsible for successful delivery of technical projects and supporting F5 XC customers globally.

　　Primary Responsibilities:

　　Management Responsibility: Employee management across APCJ including but not limited to interviewing and hiring candidates for open positions, onboarding, establishing goals, assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance evaluations, approving paid time-off (PTO), developing performance improvement plans, decision making and taking disciplinary action.

　　Defining and engineering the support and consulting team engagement processes.

　　Liaise with SOC, Product Management and Professional Services Teams to support customers.

　　Taking ownership of critical incidents, coordinating and establishing effective communication between stakeholders

　　Taking accountability for service delivery performance, meeting customer expectation and driving future demand

　　Identify new technical skills required to support the delivery needs of customer engagements.

　　Achieve or exceed quarterly customer satisfaction, profit margins, and revenue goals.

　　Review and evaluate team members professional performance (F5 values, work items, professionalism, work ethics, F5 customer satisfaction)

　　Uphold F5's Business Code of Ethics and for promptly reporting violations of the Code or other company policies.

　　Perform other related duties as assigned.

　　Skills and Abilities

　　Able to lead and mentor both physical and virtual teams.

　　Outstanding customer-facing skills

　　Lead incident investigations of anomalies and document results

　　Operational ability in a diverse, large-scale environments

　　Strong organizational skills

　　Ability to manage and prioritize tasks efficiently.

　　Strong resource planning and problem-solving skills

　　Strong English spoken and written language skill essential.

　　Ability to map and translate customer needs to actions for internal F5 teams.

　　Additional skill which would be a plus

　　Understanding of technologies such as cloud services and technologies, network architecture, application availability and security

　　Qualifications

　　Minimum 5 years managing professional services, customer success or support team.

　　Minimum 5 years providing consulting both onsite and remote consulting services.

　　Bachelor's and/or Master's Degree in information technology related field

　　Industry certifications such as CISA, CISSP, GIAC, PMP a plus.

　　Physical Demands and Work Environment

　　This role requires availability outside normal business hours to align with the global team or to respond to critical security events.

　　Some travel may be required.

　　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.

　　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.

　　Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

　　Equal Employment Opportunity

　　It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting [email protected].