Intro and job overview:

• The Technical Manager will be responsible for group of support engineers that provides software technical support for Precisely IBM B2Bi Sterling integrator products to customers/partners by phone or email in a global team that supports 24x7x365. The person will also be responsible to technically guide and accountable for customer escalations. S/he possesses a good knowledge of the company’s products and other applications used by our customers and partners.
• This full-time position is based in Bangalore, India. The successful candidate will lead a team of technical staff that have practical and operational knowledge in IBM B2Bi products. The candidate must be a fluent English speaker.

Responsibilities and Duties:

• Manage a technical support team to provide best in class support to Precisely IBM B2Bi products.
• Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
• Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption.
• Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
• Manage daily operational support delivery, including scheduling support shift coverage and rotations, aligning resources for initial response and timely resolution for customer cases via phone, web and community
• Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback.
• Engage with L3/Dev management for critical issues/defects and enhancements discussions.
• Creating reports on the key metrics in salesforce.
• Cross-functional collaboration and leadership to resolve escalated issues, fulfil customer needs, Monthly Operations review (MOR) and proactively improve supportability of products and services.
• Lead customer escalations and coordination to resolve issues for critical accounts, including executive management as required.
• Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and CSAT sores.
• Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
• Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
• Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
• Interact with all levels of leadership across Precisely and clients as needed.

Requirements and Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• At least 12+ years of experience in B2Bi product, with any experience leading Enterprise technical support team/organizations.
• Passion for helping customers and team members succeed.
• May require working shifts outside of regular business hours (including after hours or weekends) or as needed to help address escalations or occasional gaps in coverage.
• Exceptional soft skills and customer service
• High level of operational acumen in planning, resource management, and process consistency.
• Exceptional verbal, written and interpersonal communication skills.
• Time management, critical thinking, and creative problem-solving skills.
• Proven team leadership and/or crisis management, in a technical support environment.
• Academic qualification in computing or science
• Familiarity with peer-to-peer communications, object journaling, understanding of data and work management, general networking and security. Microsoft Windows, Linux and UNIX background desirable.
• Familiarity with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
• Good PC skills used for testing, troubleshooting, and product application programming.
• Experience supporting, developing, or managing Sterling B2B Integrator or Sterling File Gateway.
• Experience working in a technical support role providing support on business-critical software products is desirable.
• The ability to learn to resolve general technical problems via telephone support.
• Preferred Requirements:
• Cloud Services (Azure, GCP, EC2, EMR, S3, RedShift).
• Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers, or other virtualization technology.
• Experience with z/OS Mainframe systems or System i Midrange systems with a focus on VSAM, DB2, IDMS, IMS, and other data storage systems.
• Knowledge with relational databases and of structured query language (SQL). IBM product knowledge desirable.

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