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Sutherland Global Services Inc
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Associate Manager - Infrastructure - Storage

Associate Manager - Infrastructure - Storage

Sutherland Global Services Inc

3 - 5 years

13 - 15 Lacs

Bengaluru

Posted:12 hours ago| Platform:

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Skills Required

Analytical skills SAN Staffing Customer satisfaction Support services Hardware MS Office Product support Technical support TSM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Knowledge Required:

Storage/SAN/NAS/Storage Hardware

Ensure accuracy:

The Technical Support Manager position is a service delivery manager position responsible for supervising the operations and enhancing the performance of a Technical Support Team, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery and managing critical, high-impact issues.

Ensure quality:

The Manager Technical Support will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by Technical Leads & Support Engineers and providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.

Keep Sutherland aligned:

The TSM will develop a forward-looking strategy for improving the team, business, and the overall organization s performance. The manager will be responsible for their business overall success in driving customer and partner experience, responsiveness, readiness, and organizational health. The ideal candidate will have 3-5 years experience as a manager of phone-based technical support services. He or she must also have the ability for a great degree of cross-group collaboration, leadership by influence, and ideally possess an understanding of the legal requirements of managing vendor relationships. The successful candidate will have the ability to analyze business trends, plan and organize teams for success and motivate teams and individuals while managing remotely.

Provide Solutions:

Manage critical and high impact escalated problems for customers and ensure ownership of issues until resolved completely; manage issues in such a manner as to ensure no breakdowns in the communication or technical aspects of the issue; communicate with customers and executive management regarding escalated issues acting as the highest level of escalation management within Product Support Services.

Enforce the workforce:

Will conduct employee performance reviews/evaluations and will conduct regular career planning sessions with employees. Will conduct interviews with Support Engineer candidates & Team Managers, to meet staffing requirements.

Lead the team:

Will lead, schedule, coordinate, and in daily work, meetings, and projects relevant to the team and unit address daily issues that affect support at the team and the unit levels. Will lead and interact about support issues on a cross-site and/or cross-unit basis, including interaction with the Business Unit.

Perform Management tasks:

Work with Clients/program management to anticipate and prepare for support needs and to reduce the support burden of products. Prepare readiness plans for product launches to help ensure overall product readiness in partnership with the client. Perform other management activities such as preparing justifications for major and/or non-budgeted expenses, arranging for equipment and supplies, identification, and facilitation of necessary training, and preparation of monthly reports.

Our most successful candidates will have: - Should know how to work on

Storage Hardware & SAN/NAS related issues -

Be able to work in MS Office - Be able to work in a fast-paced environment - Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

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Sutherland Global Services Inc

Business Process Outsourcing

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Associate Manager - Infrastructure - Storage