Join the Revolution

The Global Support Director leads the Global Support Teams for Managed Services. The main services are AWS Support, Monitoring and alerting, Security Operations Center, and ISV technical support. The Global Support Manager is responsible for various KPIs, including budget, utilization, shift allocations, incident response time, etc. This role is vital in boosting the customer’s experience and satisfaction by ensuring their environments are stable and properly monitored.

The Global Support Director ensures our customers’ success by managing a team of Technical Support Engineers and associated support projects and processes. This role involves handling critical customer escalations, individual career development, and service management processes. Apart from day-to-day activities, the successful candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, and guide/mentor the next cadre of leadership. The candidate is expected to be independent, self-motivated, proactive, results-oriented, and able to define and provide high customer satisfaction through world-class support services.

Responsibilities

• Managing services and support operations: manages the day-to-day operations of the service teams to ensure that services are delivered on time, within budget, and to the expected quality standards with SLAs.
• Customer relationship management: Taking accountability and maintaining positive relationships and service delivery performance with customers, ensuring the customer's needs and expectations are met, and ensuring clear communication channels between the customer and the service team. 
• Expected to identify customer issues and needs by maintaining an excellent relationship with end-users, taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that procedures and methodologies are in place to support the sales teams and for outstanding service delivery 
• Service improvement: The Support Manager must develop and implement strategies to improve service quality, including developing and implementing process improvement plans.
• Pre-sale activities, taking part in the sales process of the service with potential customers, and ensuring that procedures and methodologies are in place.
• Resource allocation and utilization: Determine the necessary resources, including teams, tools, and technologies, for successfully delivering services and budget appropriately for those resources.
• Communication and reporting: The Support Manager must effectively communicate with senior management and provide regular reports on service delivery quality and performance on KPIs.
• Cultural Sensitivity and Adaptability: Understanding and navigating cultural differences when working with a geographically dispersed team and international clientele.
• Compliance: They must ensure services comply with relevant regulatory and contractual requirements.
• Recruiting and training: A service Support Manager hires and trains the technical support engineers, coaching and mentoring them for professional growth.
• Risk and issues Management - Define the Key risks and issues of the product/service and define a mitigation plan. Communication with relevant stakeholders in case of high risks or issues.