IBM Support Manager 

India, Karnataka, Bengaluru 

331227929

1. Team Leadership and Management:
   • Lead, mentor, and manage a team of support engineers, fostering a high-performance culture.
   • Oversee team performance, including goal-setting, conducting performance evaluations, and providing constructive feedback.
   • Ensure the team is adequately staffed and schedules are optimized to meet support demands.
2. Incident and Problem Management:
   • Supervise the resolution of complex technical issues escalated by clients.
   • Guarantee timely and effective solutions to customer problems and PMRs.
   • Implement and oversee escalation procedures for critical issues.
3. Customer Interaction:
   • Serve as the primary contact for high-priority or high-impact customer issues.
   • Engage with customers to understand their needs and ensure their satisfaction.
   • Address and resolve customer escalations, ensuring a positive customer experience.
4. Process Improvement and Productivity Enhancement:
   • Develop and implement strategies to enhance the efficiency and effectiveness of the support team, leveraging GenAI and other advanced technologies.
   • Utilize Generative AI to automate repetitive tasks, improve response times, and enhance overall team productivity.
   • Analyze support metrics and customer feedback to identify and drive continuous improvement initiatives.
   • Ensure strict adherence to IBM’s support processes and standards while incorporating innovative tools for productivity enhancement.
5. Technical Expertise and GenAI Integration:
   • Maintain deep knowledge of IBM Consulting Assets, products, services, and technologies, with a focus on integrating GenAI into support processes.
   • Provide technical leadership and guidance to the support team, emphasizing the adoption of AI-driven tools for better decision-making and efficiency.
   • Stay current with the latest advancements in IBM technologies and GenAI, ensuring the team is well-equipped to handle evolving challenges.
6. Collaboration:
   • Partner with other departments, including Product Management, Development, SRE and AI teams, to resolve complex issues.
   • Work in concert with other support teams to ensure a unified approach to problem-solving, leveraging AI insights where applicable.
7. Documentation and Reporting:
   • Ensure meticulous documentation of support activities, incidents, and resolutions, utilizing AI tools for accuracy and efficiency.
   • Prepare and present comprehensive reports on support performance, metrics, and trends to senior leadership, highlighting AI-driven productivity gains.
   • Track and report on key support KPIs, including but not limited to:
     • First Response Time (FRT):Measure and improve the time taken for the support team to respond to initial customer inquiries.
     • Mean Time to Resolution (MTTR):Track the average time to resolve incidents and reduce it through continuous process optimization.
     • Customer Satisfaction (CSAT) and Net Promoter Score (NPS):Monitor customer feedback and satisfaction levels, driving initiatives to improve these scores.
     • Escalation Rate:Track the number of issues escalated beyond the frontline support and implement strategies to minimize escalations.
     • Resolution Rate:Monitor the percentage of issues resolved at the first point of contact to increase efficiency.
     • Backlog Management:Keep track of pending support requests and ensure timely resolution to avoid backlog accumulation.
     • Agent Utilization:Measure the productivity of support engineers and optimize resource allocation based on workload and demand.
8. Training and Development:
   • Identify training needs and organize skill-enhancement sessions for team members, with a focus on AI tools and techniques.
   • Promote a culture of continuous learning and professional growth, encouraging the adoption of AI and other advanced technologies.

Required Technical and Professional Expertise

• A bachelor’s degree in a related field such as computer science, software engineering, or a similar technical discipline.
• Experience:10+ years of experience in product support, including a strong track record of leading support teams and enhancing productivity through AI initiatives.
• Support Operations Expertise:A deep understanding of product support, including escalation and stakeholder management, with proven experience in resolving complex issues related to products, technologies, and AI-driven tools.

Preferred Technical and Professional Expertise

• Proven experience in people management, support operations, and driving productivity improvements through AI tools.
• Exceptional skills in team building, communication, and integrating AI solutions into support processes.