Manager - Technical Support - India

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

17-Jan-2019

Job ID:

24874

Description and Requirements

BMC Software – The Multi-Cloud Management Company

Any modern business must do two things really well: serve its customers the best way possible and introduce market-changing innovation. At BMC we help you run your business as you reinvent it, with open, scalable, modular multi-cloud management solutions that bridge the divide between legacy and new IT. 

92 of the Forbes Global 100 rely on BMC to accelerate their digital initiatives. With more than 35+ years of leadership in IT management solutions and over 10,000+ customers worldwide, BMC provides IT solutions that deliver speed, agility, and efficiency from mainframe to mobile to cloud and beyond.

Position Description:
BMC’s ZSolutions & Optimization (ZSO) Business department is actively seeking a smart, dynamic Customer Support Manager with a positive can-do mindset to join our team in Pune. 

The Customer Support Manager will lead a team of Technical Support Analysts (TSA’s) who provide technical support for BMC’s industry-leading products as well as provide expert field assistance to BMC customers located in India and Asia.  This unique support/field role requires Mainframe technical knowledge (z/OS), Field and some Management experience.

The Customer Support Manager will be responsible for creating and leading a high-performance team, managing service levels, driving support improvement initiatives, managing customer escalations and ensuring the highest levels of customer satisfaction. He will also be responsible for creating a positive friendly environment which promotes talent retention.
Another important responsibility will be assisting our expanding India-based customers to install, configure, deploy and enable our Mainframe Solutions while identifying and creating self-help education to enable our Indian Customers and Outsources to become self-sufficient.

Primary Roles and Responsibilities:
  • Create a culture of performance, accountability and customer advocacy.
  • Facilitate individual and team growth and development.
  • Ensure the highest levels of operational excellence.
  • Ensure the highest levels of customer satisfaction.
  • Coach team members in dealing with customer issues.
  • Working directly with customers in the management of technical and business impacting issues.
  • Working directly with BMC Customers and local Mainframe Outsources to assist with:
    • installation, configuration, and deployment of BMC Mainframe solutions
    • create and deliver high quality on-site and remote enablement sessions
  • Manage customer/sales escalations to a successful outcome.
  • A proactive approach to team management, including team skills enhancement & foreseeing issues/needs
  • Assist in long-range strategic planning that will meet the changing and future needs of our ZSO business.
  • Ability to communicate with and influence the global BMC ZSO organization with respect to the India-based customer environment. 
  • Communicating complex messages to employees to enhance their understanding of the global strategy.
  • Maintaining a global approach to customer support issues and management.
  • Exercise independent thought within defined procedures and practices.
Qualifications:
  • Overall 10+ Years of experience and 5+ years of solid experience in a customer facing, technical support environment managing a large and successful team.
  • Bachelor degree in Computer Science or related technical field OR management qualification/s.
  • 5+ years of experience leading global and multicultural teams/organizations.
  • 5+ years of Mainframe experience on z/OS. 
  • Strong experience of installing Software on the Mainframe.
  • Comfortable working on a matrix environment with customer success focus.
  • Proven people leadership skills.
  • Proven ability to develop and maintain relationships with customers.
  • Proven ability to create and maintain networks with key contacts inside and outside the organization.
  • Proven customer skills and ability to communicate with all levels of organizations.
  • Team player.
  • Excellent verbal and written communication skills in English.
  • Prior successful experience supporting technology solutions within a large organization, from executive management through to the technical staff.
  • Project management and problem solving skills.
  • Ability to learn and effectively utilize Customer Support tools/resources.
  • Inquisitiveness to learn new products and ideas.
  • Must excel in a fast paced, diverse environment.
  • Presentation skills.
The successful candidate will also possess a few of the following assets:
  • Previous experience with BMC or Competitive solutions.
  • Previous experience in working global enterprise Customers or Outsourcers.
  • Technical Presales or Technical Support background.
  • Previous experience working for a software vendor or outsourcer advantageous.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.