Business Automation Technical Support Manager

Introduction
As a First-line manager in Digital Labor and Business Automation Support team, you will be part of an international organization that is distributed around the globe. As a Leader, you will be responsible for ensuring success of your team, contributing to a seamless 24×7 “follow-the-sun” support for IBM’s customers. You will be responsible for the technical development and growth of your team by continuously reviewing performance, providing feedback and coaching. The goal is to provide world-class support to enterprise customers with special attention to customer satisfaction and meeting SLAs. As a manager, you will utilize agreed systems and processes to run Support operations successfully and remove blockers in your team’s way and innovate new processes to increase productivity where needed. You will manage a responsible usage of resources and expenses. You will be part of recruiting new talents as per business requirements. You will also be expected to play an active role in product release process, bridging gaps between Support, Development and Product Management.

Your Role and Responsibilities

• Be accountable and deliver on business objectives and drive Support operational excellence.
• Lead and deliver improvements in product and process across team and organization level.
• Grow and develop teams’ technical expertise and eminence.
• Demonstrate effective negotiation skills leading to successful, tangible, measurable outcomes and improvements in customer engagement, process, product quality.
• Demonstrate mentoring and coaching skills, managing team across geographies to build skills and provide constructive feedback to team members.
• Actively engage on client escalations to help resolve quickly and ensure our customers’ success.
• Provide leadership in support of innovation and drive innovation with team.
• Identify and address client pain points. Actively contribute on client experience improvements.
• Partner with other support teams or service units to provide seamless problem resolution that led to delightful client perceptions, utilizing technical and negotiation skills.
• Contribute to department attainment of organizational objectives and high customer satisfaction.

Required Technical and Professional Expertise

• A minimum of 2 years of work experience in leadership roles (People Manager). Organizational multitasking and decision-making skills. Leadership skills to motivate and coach employees. Leadership skills to drive and develop technical talents. Strong communication skills to collaborate effectively with cross-functional teams. Analytical thinking, structured problem-solving techniques. Strong positive customer service attitude with sensitivity to client satisfaction. Strong analytical, interpersonal and communication skills
• Fluent English
• Experience in managing client escalations and critical situations
• Project management skills
• Good negotiation and interpersonal skills

Preferred Technical and Professional Expertise

• High level understanding of IBM Digital Business Automation and Digital Labor portfolio
• Knowledge of end-to-end support processes