Senior Manager (Technical Support)

What makes us Qlik?

A Gartner® Magic Quadrant™ Leader for 14 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.

We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.

TheSenior Manager Technical SupportRole

We are looking for an experienced Sr. Manager in Technical Support Operations to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals.

What makes this role interesting?

The chance to shape and drive a world-class 24x7 support strategy provides a platform to make a significant impact on service delivery, ensuring exceptional experiences for our global customers. With the scope to work cross-functionally, aligning support processes with overarching business goals, this position not only leverages your extensive leadership and strategic skills but also places you at the heart of Qlik's mission to deliver cutting-edge enterprise solutions. The role is perfect for a visionary leader who thrives in a fast-paced setting and is passionate about enhancing customer satisfaction through strategic support operations.

Here’s how you’ll be making an impact:

• Define and implement highly available, responsive, and scalable technical support services
• Oversee 24X7 operations, ensuring staffing, shift planning, and resource allocation meet customer demand and service level agreements (SLAs)
• Drive efforts to improve customer experience, focusing on response times, resolution times, and customer satisfaction metrics. Ensure the highest levels of service for escalated issues
• Partner with engineering, product, and customer success teams to address complex technical issues and improve overall product quality. Influence cross-functional decision-making to enhance the customer experience
• Define, track, and analyse key performance indicators (KPIs) to monitor and report on support performance. Identify trends and opportunities for improvement
• Lead initiatives to optimize support processes, reduce resolution times, and improve knowledge sharing across global teams. Focus on efficiency, automation, and the use of tools to streamline operations.
• Identify and mitigate risks within the support function, proactively addressing potential issues before they impact customer operations
• Work closely with senior leadership, including C-level executives, to provide insights into support operations, present strategies, and advocate for necessary resources to achieve organizational goals

We’re looking for a teammate with:

• 10-12 years of experience in technical support with SaaS product organisation, with at least 2 years in a manager’s manager level role
• Proven track record of leading large, global technical support teams in a 24x7 enterprise environment
• Strong knowledge of Analytical/ETL tools, Databases ( SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions
• Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives
• Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes
• Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment
• Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements
• Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership
• Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function
• Education:Bachelor’s degree in computer science, Information Technology, or a related field. A Master’s degree or MBA is a plus

Thelocation for this role is:

Bangalore, Karnataka, India

Apply now and help change how the worldtransforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!

More about Qlik and who we are:

Find out more about life at Qlik on social: Instagram, LinkedIn, YouTube, and X/Twitter, and to see all other opportunities to join usand our values, check outour Careers Page.

What else do we offer?

• Genuine career progression pathways and mentoring programs
• Culture of innovation, technology, collaboration, and openness
• Flexible, diverse, and international work environment

Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs

If you need assistance applying for a role due to a disability, please submit your request via email to accessibilityta @ qlik.com. Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.

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