1. Juniper IT – Sr. Manager Regional Position Plan
Juniper IT – End User Services
DATE: 08/01/2010
CURRENT JUNIPER JOB ARCHITECTURE TITLE: Sr. IT Manager
JOB CODE: TBD
GRADE: 9
MANAGER COMPLETING TEMPLATE: Walter Johnson
MANAGER'S JOB TITLE: Juniper IT Help Desk Manager
DEPARTMENT: Juniper IT – End User Services
PRIMARY FUNCTION OF THE JOB:
General: The Regional Manager’s role is to oversee the entire on-site function and staff within the designated region
ensuring that all end users are receiving the appropriate assistance. This includes the responsibility of managing all
policies, processes and procedures related to the identification, prioritization, and resolution of all end user requests
regardless of geographic location and organization. This will include but is not limited to the monitoring, tracking,
coordinating, and communicating status of requests to multiple levels of management within the region. Manage
escalations as appropriate.
The Regional Manager will also contribute to individual and global problem resolution through detailed reporting and
analysis. This person will also be the primary individual to strengthen the local IT community – Promote an affinity with
local IT peers while recognizing primary affinity with global project teams and workgroups. This individual will also
provide quarterly updates to CIO and CIO staff of themes and trends from within the region as well as participate in
Juniper IT leadership meetings and activities as required.
Position Plan: This Sr. Regional Manager provides leadership and strategic direction to enable a world class regional
IT organization from both an operations and financial perspective. This function will provide services and support
across multiple business units and geographies. The function is dedicated to provide solutions for end users as
requested in the most professional and expedient manner possible in alignment with the strategy and direction of
Juniper Networks and the IT organization.
Manage and contribute to Juniper IT service level commitments and response times in consultation with end users and
established corporate IT policies. Establish problem resolution expectations and timeframes along with a closed
communication cycle that includes an end user feedback loop and communication to various levels of management as
necessary.
Continual process improvement of the function through the implementation and management of quality improvement
methodologies (Six Sigma). These methodologies must identify opportunities for improvement, document and
prioritize the opportunities, and devise and deliver improvements to enhance quality of service and to prevent the issue
from re-occurring. Give a voice to the IT community to appropriate on site/regional management councils. Provide a
neutral, in-person advisor for issues, concerns and career development interests of all regional IT staff.
The Sr. Regional will plan and conduct performance appraisals of direct staff in conjunction with established HR
polices and timelines. This will also include the assessment of staff skill level, and development of individualized
development plans, including necessary training and skills enhancements. This will also include providing feedback on
regional IT staff that do not directly report to this position.
This manager will collaborate with other departments and business units to extend the functionality of Juniper IT as
new services are developed and delivered to the end users. Provide necessary vendor management to ensure the
organizational strategies are achieved. Lead all activities required to select vendors for the procurement of new
systems technologies, oversee installation, and resolve adaptation issues.
Operational Management
Manage the processing of incoming requests for support to ensure courteous, timely, and effective resolution of end
user issues. Design and enforce request handling and escalation policies and procedures. Coordinate and assign
necessary resources to solve issues at the desktop level, including installing and upgrading software, installing
hardware, implementing file backups, and configuring systems and applications. Streamline, translate and personalize

2. communications – Bi-directional both to/from IT Management. Tailor messages to what it means personally to you with
the appropriate regional insight.
Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers,
knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution and self help
methodologies.
Track and analyze trends in regional requests and generate statistical reports as required. Assess the need for any
system reconfigurations (minor or significant) based on request trends. Make recommendations. Identify,
recommend, develop, and implement end user training programs to increase end user productivity and self-sufficiency.
Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. Maintain current
industry knowledge and best practices through attending training seminars, conferences, and trade shows to broaden
knowledge of current and future issues and technologies. Oversee the continued development, implementation, and
administration of help desk staff training procedures and policies.
Act as an overall leader and regional site host manager facilitating regular meetings within the region. Participate on
site and regional management councils as required. Provide an escalation path for employee issues both in an
outside the IT organization including increased visibility to the upcoming new talent in the region.
Train, coach, and mentor resources and other staff as required to improve operational effectiveness and efficiency.
Maintain knowledge management process and procedures for the regional IT function to improve function and
capability and strengthen the local/regional IT community.
Conduct monthly feedback and participate as necessary in voice of the customer activities to ensure overall function
continues to improve its customer satisfaction ratings.
Essential Duties and Responsibilities will include:
 Responsible for budget execution and quarterly goal attainment.
 Communicate openly and effectively with leadership, peers and subordinates. Mentor and coach team
members on effective communications techniques.
 Provide vendor management and product selection leadership when necessary. Establish team goals and
thresholds for SLA and resource allocations.
 Develop and demonstrate effective negotiation skills.
 Ensure actions adhere to the direction of the company vision and values, while setting a positive example for
other team members to follow.
 Foster an environment of trust and teamwork, while recruiting and obtaining the best talent available.
 Lead team members with respect and unyielding integrity while driving to meet company objectives.
 Responsible for establishing IT strategy within function.
 Responsible for developing realistic succession plans within function.
 Participate in service development design review meetings, as appropriate.
 Participate in IT project and service review meetings, as appropriate.
Minimum Bachelors Degree in Computer Science, Business Administration, Information Systems, Electrical
Education Engineering, or equivalent combination of education and experience is required. Masters Degree
Qualification is highly preferred.
Requirements
Minimum Desired: 7-10 years related experience in Information Technology Engineering and Information
Experience Technology management functions showcasing increased responsibility.
Required

3. Specific Skills Significant business acumen coupled with strong understanding of IT and Support methodologies.
Required
Well-developed leadership skills and demonstrated project management skills.
Demonstrable business linkage, customer service, relationship management, change and
transformation management experience. Ability to translate business needs into technical strategy
and IT requirements.
Planning and budgeting ability.
Analytical & conceptual skills. Strong communication and negotiation skills.
Excellent communication skills in writing, presenting, informing and active listening, team player,
excellent people skills, out-of-the-box thinker, and ability to interact with all levels of resources in an
organization.
Demonstrated ability to collaborate across multiple organizations and achieve results. Possess
creative ability, consulting skills, leadership qualities, credibility, and self-confidence.
Broad technology knowledge (Networking (LAN/WAN), Security, Desktop Systems Management &
Support (Windows, Linux, Apple) Unified Communications, Intranet, etc..).
Independence and ownership: Work with a minimum of direct supervision or guidance from others.
Takes ownership for actions, seeks feedback and takes direction to support Juniper IT goals.
Desired Qualifications: Consistently shows initiative, strong teamwork for communications and
collaboration, high productivity, strong organization skills, high quality/accurate work products,
experience working in a global, virtual team, experience in Dynamic Leadership/conflict
management training and concepts.