Akamai Manager Support Services - 

India 

206962254

In this role you will maximize value, retention and growth throughout the Customer Support lifecycle. You will help build, innovate, and evolve team performance and support strategies tailored to enterprise cloud environments. Your expertise will ensure innovative outcomes by leveraging trusted relationships, technical acumen, and operational excellence.

As a Manager Support Services, you will be responsible for:

• Leading a team of Compute Support Engineers, identifying strengths, growth areas, and career development opportunities.
• Overseeing hiring and onboarding of Compute Support roles, ensuring alignment with Compute service delivery goals.
• Driving process improvements and optimizing operations by analyzing KPIs to deliver enterprise-grade Compute support experiences.
• Developing and executing support strategies to scale with a growing global customer base and Compute product portfolio.
• Managing critical Compute escalations, ensuring SLA adherence, and collaborating with engineering, product, and account teams for resolution.
• Championing self-service and automation by optimizing CRM systems, knowledge bases, and low effort driven support tools.

Do what you love

To be successful in this role you will:

• Have experience managing technical support teams within enterprise cloud computing or SaaS/IaaS environments.
• Demonstrate proficiency with cloud platforms, containerization, and infrastructure-as-code tools
• Be familiar with networking, Linux, and virtualization technologies in cloud computing contexts.
• Possess excellent communication, collaboration, and presentation skills to interact effectively with enterprise customers and internal stakeholders.
• Demonstrate a history of driving operational improvements and enhancing customer experiences in satisfaction-focused environments.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.