Technical Support Manager

About Position:

We are seeking an experienced Technical Support Manager to lead our Linux Database Support team, ensuring high availability, performance, and reliability of our database appliances through 24x7 support. In this critical role, you will manage a team of technical support professionals, driving efficiency and maintaining customer satisfaction. Your leadership will enhance overall technical support operations and ensure the successful resolution of customer issues.

• Role: Technical Support Manager

• Location: All PSl Location

• Experience: 12-14 yrs

• Job Type: Full Time Employment

What You'll Do:

• Team Leadership: Lead and manage a team of technical support engineers, providing guidance, career development opportunities, and performance management.
• Advanced Troubleshooting: Offer advanced troubleshooting and technical support for Linux-based database appliances to ensure prompt and effective issue resolution.
• Shift Management: Oversee 24x7 rotational shifts, ensuring consistent high-quality support and comprehensive coverage.
• Customer Focus: Maintain a strong customer focus, addressing queries and issues professionally and promptly to enhance satisfaction.
• Incident Response: Drive incident response efforts by coordinating with cross-functional teams to resolve critical issues efficiently.
• Process Improvement: Continuously evaluate and improve support processes and workflows, ensuring comprehensive documentation and enhanced efficiency.
• Cross-Functional Collaboration: Collaborate with product development, engineering, and customer success teams to ensure effective communication and timely resolution of customer issues.

Expertise You'll Bring:

• Technical Expertise: In-depth knowledge of Linux administration and database management.
• Database Appliances: Experience with database appliances and hardware troubleshooting.
• Networking & Storage: Strong understanding of networking, storage systems, and performance tuning.
• Soft Skills: Excellent problem-solving, analytical, communication, and interpersonal skills.
• Certifications: Linux Administration, ITIL Foundation Certification, CompTIA Project+.
• Preferred Experience
• Database Products: Experience with database products such as DB2, Netezza, Teradata, etc.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Inclusive Environment:

Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We offer hybrid work options and flexible working hours to accommodate various needs and preferences.
• Our office is equipped with accessible facilities, including adjustable workstations, ergonomic chairs, and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment. We are committed to creating an inclusive environment where all employees can thrive.

Our company fosters a values-driven and people-centric work environment that enables our employees to:

• Accelerate growth, both professionally and personally
• Impact the world in powerful, positive ways, using the latest technologies
• Enjoy collaborative innovation, with diversity and work-life wellbeing at the core
• Unlock global opportunities to work and learn with the industry’s best

Let’s unleash your full potential at Persistent

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”