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11 Precisely Jobs

Manager, Customer Support (B2Bi / IBM B2B sterling Integrator)

12-15 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Manager, Customer Support (B2Bi / IBM B2B sterling Integrator)

Precisely

posted 7d ago

Job Role Insights

Flexible timing

Job Description


  • 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 a fluent English speaker.
Responsibilities and Duties:
  • 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.
Requirements and Qualifications:
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 12+ years of experience in B2Bi product, with any experience leading Enterprise technical support team/organizations.
  • 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:
  • Cloud Services (Azure, GCP, EC2, EMR, S3, RedShift).
  • Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers, or other virtualization technology.
  • Experience with z/OS Mainframe systems or System i Midrange systems with a focus on VSAM, DB2, IDMS, IMS, and other data storage systems.
  • Knowledge with relational databases and of structured query language (SQL). IBM product knowledge desirable.

Employment Type: Full Time, Permanent

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What people at Precisely are saying

What Precisely employees are saying about work life

based on 61 employees
90%
100%
98%
100%
Flexible timing
Monday to Friday
No travel
Day Shift
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Precisely Benefits

Work From Home
Health Insurance
Free Transport
Soft Skill Training
Job Training
Child care +6 more
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