Technical Manager - IBM B2Bi Support - Remote

Overview

The Technical Manager will be responsible for a 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.

In Short

• 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.
• Manage and improve standards and procedures within the team.
• Use technology to improve efficiency in managing team performance.
• Encourage open communication and teamwork.
• Ensure consistent processes and SOPs for support delivery.
• Manage daily operational support delivery and scheduling.
• Build high performing teams by attracting and developing talent.
• Engage with L3/Dev management for critical issues.
• Lead customer escalations and coordination for critical accounts.

Requirements

• 12+ years of experience in B2Bi product and leading technical support teams.
• Exceptional soft skills and customer service.
• High level of operational acumen in planning and resource management.
• Exceptional verbal, written and interpersonal communication skills.
• Proven team leadership and crisis management experience.
• Academic qualification in computing or science.
• Familiarity with Microsoft Windows and Office products.
• Experience supporting Sterling B2B Integrator or Sterling File Gateway.
• Knowledge of cloud services and virtualization technologies.
• Experience with relational databases and SQL.

Benefits

• Career development opportunities.
• Work from anywhere culture.
• Diversity in a distributed environment.
• Supportive team environment.
• Access to training resources.