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Sr Mgr - Technical Supp

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  • IT
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Job Details

Primary Roles and Responsibilities Provide superior technical support and service to the BMC customer base Manage a team of 20 to 25 Develop the support teams and take ownership of key activities including hiring, professional development and proactive support work Lead and/or being involved in implementation of strategic initiatives Manage and track daily/monthly SR volume at a transaction level and propose directions to manage 24/7 coverage Should be ready to work in US shifts Manage performance by objectives and identify development plans Establish effective weekly/monthly and quarterly reviews with the engineers to derive actions for improving operational performance Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and case management Develop and implement practices that measure the effectiveness and performance of the enterprise product support Function Directly engage and communicate with important and critical customers to swiftly make progress on critical escalations. Work on operational process improvements and best practices to proactively avoid escalations. This includes driving effective trouble shooting techniques, initial response, aggressive responses and follow ups etc. Work with BMC Customer Engineering and/or development teams to implement strong collaborative processes and formal mechanisms for incidents, causes, resolutions and timely defect fixes for customers. Interface with the field, sales and service organizations and directly with the customer base on critical escalations and incident/problem resolution Manage capacity within the team, identify skill gaps and build capability Ensure to drive employee engagement at all levels below which includes regular periodical 11s, team meetings etc. Organize or support motivational programs to raise the spirits of people Take proactive steps to retain top talents and manage attrition#LI-SR1 Qualifications BS/BE degree or equivalent technical experience 12+ years of experience in the software industry with a minimum of 7 years in technical support management, including people management and managing /leads Background in the development and management of support groups/teams in 24x7 support operations Experience in more than one product support organization is highly desirable Familiarity with systems operations and management environments within large enterprise customers is desirable Thorough working knowledge with atleast one of the CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, Support center plus, Salesforce etc As part of the support management role, should have experience in performing almost all or most of the activities listed as responsibilities of this job position.
Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 3-5


Application Programming | Software Engineer
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