Manager of Technical Support - Payment Security Division Broadcom

3.0 - 7.0 years

0 Lacs

karnataka

On-site

As a Technical Support Manager, you will be responsible for managing, developing, and mentoring a team of Technical Support Engineers. Your primary focus will be on ensuring service availability and reliability. You will collaborate with cross-functional teams such as Sales, Customer Success, Engineering, and Product to address urgent matters, strategic initiatives, and implement workflow improvements for operational efficiencies. During outages, you will lead incident response efforts, communicate with customers, and provide crucial information to internal teams. Additionally, you will drive innovation based on insights gained from incident retrospectives and enhance the case management lifecycle to exceed key performance indicators. Conducting regular one-on-one meetings with team members to provide constructive feedback and skills development will also be part of your responsibilities. We are looking for a technologist at heart with a continuous desire to learn about current infrastructure, monitoring solutions, and technologies. A critical thinker who prioritizes a client-centric approach and leverages data to make informed decisions. Your passion for people management and mentorship, coupled with previous experience in leading a team, will be invaluable. Successful implementation of processes and procedures, self-motivation, attention to detail, and a commitment to continuous learning and improvement are essential. Your ability to think creatively about various challenges and prior experience in a Support Engineering or similar function within an enterprise technology environment will be beneficial. Your knowledge should encompass a wide range of technical areas, including Monitoring and Alerting Frameworks such as Openseach, Kibana, Grafana, Prometheus, and Spectrum NetOPS. Proficiency in API Management, Network Architecture, Database operations, Virtualization technologies like VMware ESX, VMware Tanzu, Container-based technologies such as Docker and Kubernetes, as well as familiarity with Development Processes and Procedures, including CI/CD pipelines and Code repositories, will be necessary. Knowledge of KCS (Knowledge-Centered Service) methodology is highly desirable. Additionally, formal education or training in management skills, a background in current infrastructure and monitoring solutions, or a degree in CS or Engineering will be considered as bonus points. If you are a dynamic individual who thrives in a fast-paced environment, possesses strong leadership and technical skills, and is eager to contribute to the success of our team, we encourage you to apply for this exciting opportunity.,

Posted 1 day ago

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