Sr. Manager – Technical Support
Req id: 34288
Bangalore, KA, IN
OPENTEXT – THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The Opportunity:
Reporting to a Director/Sr. Director – Customer Support, the primary responsibility of this position is to oversee the operations of some of the Support teams, supporting OpenText Enterprise products for supporting Global customers. This includes managing the team managers and team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.
You Are Great At:
Direct responsibility to oversee Enterprise Software Product Support teams. This encompasses KPIs management, issue prioritization, policy compliance, Root Cause to improve performance.
Deliver a customer centric philosophy, Strong and continuous focus on Employees continuous earning and development to resolve customer issues in timely manner within SLA.
Mentor the Customer Support Managers, Provide mentoring to key talents.
Create and deliver action plans to improve efficiency and quality.
Manage customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
Develop standard operating procedures for the OpenText Customer Support team.
Actively engage in talent management activities such as hiring, performance management, feedback, training, etc.
Act as OpenText culture ambassador
Creative thinker and able to adapt to fast moving changes.
Have a positive presence and can deal with difficult conversations.
To provide leadership and facilitate open communication between Technical Support Specialist within the group and other departments within OpenText.
Good understanding on latest technologies including Server Operating System, Databases, Network protocols, Backup and Recovery, Content Management Software (experience in Documentum will be an added advantage)
What It Takes:
Relevant managerial experience in Support environment with an overall experience of 15+ Years
Willing to work in 24×7 Shift Operations Model
Highly developed professional and interpersonal skills are needed to perform the job.
Strong team building and talent management skills are required.
Industry recognized Technical (MCP, VCP, Cisco Certification etc.) and Quality Management certifications (Six Sigma, ITIL, Project Management etc.)
Previous experience interfacing with customers in a support capacity.
Previous experience managing C-level escalation situations.
Experience working and or managing employees in different locations.
Excellent communication skills, written and verbal.
Prior knowledge of any of the OpenText products would be an added advantage
OpenText’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.
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