IBM Hiring for Engineering Manager Customer Support at Bengaluru, Karnataka, India Full Time

Job Description

Introduction
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today – planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

Your Role and Responsibilities
As an Engineering Leader, you are responsible for ensuring our customer SLAs are met and software implementation is accelerated. Build, Maintain and Improve the 24/7 Service Desk for troubleshooting the product issues, supporting the delivery teams to implement the product and work with the development teams for bug fixes.

You will take an active role in leading the service desk to be the engineering face to services team and existing customers.

This is a challenging opportunity working in a very fast paced environment, with the opportunity to work collaboratively with like professionals in the Product management, Engineering, and Global Services/Support functions, and to positively influence customer satisfaction.

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Required Technical and Professional Expertise

• Provide technical leadership for support issues and ensure solutions within customer committed SLAs using a global service desk
• Co-ordination with support team (L1 to L2) and services team (global or local country team) for resolving product issue
• Acting as point of contact for product issues and be the bridge between the Product Engineering and services teams.
• Maintain the various metrics to analyze the issues and trends. Provide recommendations to the leadership team.
• Simplify and Automate support activity, leading with technology to replace recurring manual tasks. Collect and manage all such tools in central location
• Build and Manage the Knowledge sharing portals with Product documents, Process documents, FAQs, checklists, patch details, known issues, best practices etc..
• Provide required product/trouble shooting training for services team to reduce the number of tickets escalated to L3

Preferred Technical and Professional Expertise

• Bachelor of Science Degree in Engineering or Computer Science, or equivalent is required.
• Strong analytical, problem-solving, negotiation, organizational and leadership skills are required.
• Minimum 13 years of experience in the supporting or implementing complex enterprise class software’s in the Infrastructure management, data protection or Cloud management space
• Atleast 3+ years of leadership experience in building and managing service desks to provide technical support for large customers. Ability to mentor, motivate and lead the team of technically strong support engineers.
• Strong technical skills in the data protection or virtualization or cloud domain. Hands on experience in scripting and strong troubleshooting skills.
• Ability to work collaboratively within a team environment to meet aggressive goals and SLA requirements.
• Strong understanding of engineering principles and practices with experience in following Agile/Scrum methodology strongly desired.
• Demonstrated ability to have supported multiple products/projects in Enterprise/Systems management Space or Backup or Replication software is desirable

About Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It’s a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, “What else is possible?” GTS is the place for you!

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

About IBMIBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.