L2 Support Manager
- IBM
- 5 - 9 years
- Hyderabad
- 11 days ago
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Job Description
HPC Support team provides technical support for the production issues raised by the HPC customers. Our support engineers have subject-matter-expert level skills and technologies that help providing the consistent services to customers.As a leader for this team, you will work with our clients, support engineers, related DevOps teams and leadership teams across a variety of focus areas to optimize our clients support experience, drive improvements in our capabilities and into the product. The role is localized, including a team of engineers you will be directly managing, but also includes global responsibilities for productivity, key measurement attainment, skills capability and workforce management. Focus areas include:Managing high performance engineers to ensure IBM HPC Clients receive expert assistance, with appropriate urgency as determined against their business impact.
Managing Key Performance Indicators in a technical support organization, to include Net Promoter Score, Service Level Objective Attainment, Mean Time to Restore Service and Average and First Response time measures.
Manage scheduling rotations, with maximized productivity, ensuring appropriate coverage is in place.
Prioritize global transformation initiatives within your domain and collaborate across to improve our overall client experience.
Execute Quality Control processes to develop and grow appropriate technical and soft skills within the engineering community.
Ability to leverage critical analytic skills to assess trends in key data and formulate appropriate improvement plans to achieve success.
Improving team skills based upon practical needs for current and emerging trends.
Developing and improving processes to increase efficiency within HPC technology domain.
Collaborating with Dev teams to advocate for needed product improvements, understand pending changes, and ensure support readiness in line with client expectations.
Understand Incident and Change management as it pertains to client impact and possess the ability to manage client experience during any Incidents, to include direct client communications, workforce allocation and collaborating with operations and executive management.
Flexibility is important. Understand the nature ofurgencyand responsibility, we are responsibleduring APAC timezone to take care ofoperations and performance of the HPC product. While we have a global team in place to address these challenges, there are times that management and staff are needed off hours and on scheduled days off to address client experience impacts and critical issues.
Bachelor's Degree Required technical and professional expertise
At least five years of support experience in technologies and platforms are essential in this role, to facilitate technical discussions with our clients, team, Dev and SRE.
Three to five years previous experience managing technical, client facing engineers and the relevant responsibilities associated with delivery.
Ability to communicated effectively with clients, engineers, developers, sales teams, product management and executives in a high paced environment.
Ability to remain focused on client impact, directing efforts across a wide spectrum of skills and responsibilities, to resolve client issues effectively with appropriate speed.
Expert level industry and vendor certifications
Bachelors Degree, or equivalent experience.
At least ten years previous experience in cloud native technologies and platforms are essential in this role, in order to facilitate technical discussions with our clients, team, Dev and DevOps.
Seven to ten years previous experience managing technical, client facing engineers and the relevant responsibilities associated with delivery.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Head - Network OperationsEmployement Type: Full timeContact Details:
Company: IBMLocation(s): Hyderabad
Keyskills: change management technical support java cloud native architecture support management kubernetes rest ddd microsoft azure hibernate microservices docker spring spring boot production support node.js devops application support paas aws cloud foundry
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