IBM Digital Support Manager 

India, Karnataka, Bengaluru 

327407226

• Manage a team of Technical Support Engineers, who provide Technical Support to our Enterprise customers.
• Address the people related concerns of the team members.
• Be able to help people develop professionally and helping them with their development planning.
• Be able to lead a motivated team and lead by an example.
• Consider people as the most valuable asset and work on nurturing the talent.
• Have the ability to hire right talent.
• Mentor and coach people via 1:1 and group meetings with reports

Operations Management –

• Good understanding of Enterprise Technical Support business.
• Ability to drive Support business with a proven record of innovation in Support industry.
• A result-oriented person with a zeal to excel in organizational goals.
• Manage Technical support centre shift-based operations.
• Maintain Service Level and Its Agreements.
• Good understanding on incident management best practices.
• Manage people effectively to adhere to Incident Management SLAs
• Be at the front end of client escalations.
• Conduct structured meetings to create cohesive environment of support operations
• Ensure process adherence and contribute to process improvements.

Customer Centricity

• Understand the need for and importance of having customer at the core of everything we do.
• Be customer centric and promote that culture with in the team.

Required Technical and Professional Expertise

• Between 8-12 years work experience in a Product Support organization.
• Experience of working on Cloud solutions is must.
• Sound knowledge of technologies like Azure, C#. .Net. SQL, JavaScript frameworks is an added advantage.

Preferred Technical and Professional Expertise

• Experience in data-based performance analysis & appraisals
• Exposure to established CRM tools
• Exposure to queue management
• Exposure to staffing & scheduling modelling
• Report generation & nalysis of data
• Excellent written and spoken English