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Precisely International

Manager, Customer Support_Software Product (Bengaluru / Noida)

Bengaluru , India
On-site

AI overview

Lead a global technical support team, optimizing service delivery for IBM B2Bi products, while fostering a culture of collaboration and continuous improvement.

Application and Interview Impersonation Notice:  Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful.  If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

 

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

 

Overview:

  • The Technical Manager will be responsible for group of support engineers that provides software technical support for Precisely IBM B2Bi Sterling integrator products to customers/partners by phone or email in a global team that supports 24x7x365. The person will also be responsible to technically guide and accountable for customer escalations. S/he possesses a good knowledge of the company’s products and other applications used by our customers and partners.
  • This full-time position is based in Bangalore, India. The successful candidate will lead a team of technical staff that have practical and operational knowledge in IBM B2Bi products. The candidate must be fluent in English.

 

What you will do:

  • Manage a technical support team to provide best in class support to Precisely IBM B2Bi products.
  • Set clear objectives, evaluate progress and instill a high-performance culture with focus on teamwork, service excellence and ownership for resolving customer issues.
  • Set-up, manage and improve standards and procedures within the team to ensure working practices are well defined and operational with minimal disruption.
  • Use technology to improve efficiency as appropriate to manage the team and individual performance, technical and skills development.
  • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
  • Ensures consistent processes and SOPs for support delivery, including global follow-the-sun support coverage and workforce planning, case management, and KCS (Knowledge-Centered Support) in the workflow.
  • Manage daily operational support delivery, including scheduling support shift coverage and rotations, aligning resources for initial response and timely resolution for customer cases via phone, web and community
  • Builds high performing teams by attracting, developing and retaining talent. Foster career growth and development for team members with active coaching and feedback.
  • Engage with L3/Dev management for critical issues/defects and enhancements discussions.
  • Creating reports on the key metrics in salesforce
  • Cross-functional collaboration and leadership to resolve escalated issues, fulfil customer needs, Monthly Operations review (MOR) and proactively improve supportability of products and services.
  • Lead customer escalations and coordination to resolve issues for critical accounts, including executive management as required.
  • Help to conduct performance analysis based on support metrics and dashboards. Continuously improve service delivery based on customer feedback and CSAT sores.
  • Recommends and helps to implement workflow, platform, and support channel improvements to enhance the customer experience and efficiently deliver support.
  • Actively engages directly with customers to build relationships, gather voice of customer feedback, and manage escalations.
  • Promotes adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
  • May participate in readiness planning for pre-releases, new product introductions, or rollout of support delivery changes.
  • Interact with all levels of leadership across Precisely and clients as needed.

What we are looking for:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • At least 10+ years of experience in Customer/product support, Customer facing role with any experience leading Enterprise technical support team/organizations.
  • Demonstrated ability to lead, coach, and develop high‑performing technical teams, fostering a culture of accountability, collaboration, and continuous improvement.
  • Passion for helping customers and team members succeed.
  • May require working shifts outside of regular business hours (including after hours or weekends) or as needed to help address escalations or occasional gaps in coverage.
  • Exceptional soft skills and customer service
  • High level of operational acumen in planning, resource management, and process consistency.
  • Exceptional verbal, written and interpersonal communication skills.
  • Time management, critical thinking, and creative problem-solving skills.
  • Proven team leadership and/or crisis management, in a technical support environment.
  • Academic qualification in computing or science
  • Familiarity with peer-to-peer communications, object journaling, understanding of data and work management, general networking and security. Microsoft Windows, Linux and UNIX background desirable.
  • Familiarity with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
  • Good PC skills used for testing, troubleshooting, and product application programming.
  • Experience supporting, developing, or managing Sterling B2B Integrator or Sterling File Gateway.
  • Experience working in a technical support role providing support on business-critical software products is desirable.
  • The ability to learn to resolve general technical problems via telephone support.
  • Preferred Requirements:
    • IBMi platform and must have understanding on IBMi Security, DB, Journaling and High availability.
    • Basic knowledge of any HA and security product on Power systems
    • Cloud Services (Azure, GCP, EC2, EMR, S3, RedShift)
    • Docker, Kubernetes, OpenShift, AIX LPAR/WPAR.
    • Knowledge with relational databases and of structured query language (SQL). IBM product knowledge desirable.

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The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice

 Precisely International

Welcome to our International employment section. Here you can view our current job openings and apply for positions online. At Precisely, we’re looking for employees who value openness, collaboration, determination, and individuality at work. We celebrate everything that makes an applicant unique. We will consider all qualified applicants without regard to race, color, creed, religion, sex (including pregnancy), age, sexual orientation, gender identity, gender expression, national origin, ancestry, physical or mental disability, marital status, genetic information, citizenship status, or veterans’ status or other applicable legally protected characteristics. We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need an accommodation due to a disability, please let us know at [email protected]. In your email please include a description of the specific accommodation you are requesting and the position along with the location for which you are applying. Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful.  If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators. It is a requirement for all roles at Precisely to adhere to applicable data privacy and security laws, rules, regulations, and company policies. For more information about Precisely’s privacy practices, please see our Privacy Notice: https://www.precisely.com/legal/privacy-notice.

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