Technical Support Manager

Posted: 12/03/2018 Industry: Help Desk Job Number: 000004062

Job Description

The Tech Support Manager will lead multiple teams of support engineers as part of a fast-paced support organization with the primary mission to provide world class support to customers and partners. The person selected for this role will be the principal liaison between the Engineering Development Manager and the Support teams that provide Level 2 customer support for IBM Db2 products and will be expected to provide significant administration, mentoring, and direction to the Technical Support Engineers.

•Lead, Motivate, and Support multiple teams of highly skilled technical support engineers who may be subject matter experts in areas outside the candidate’s specific area of expertise.
•Have a deep technical understanding of IBM Db2 tools, in order to manage escalations, and partner across technical teams, and conduct customer-facing conversations.
•Follow processes and operational policies participate in methods and techniques for obtaining solutions.
•Act as advisor to team members in order to meet schedules and/or resolve technical problems.
•Interpret/analyze and manage to metrics to measure and achieve team performance requirements.

Required Skills
•Bachelor's Degree
•3-6+ years of Supervisory leadership experience in a technical environment
•5-8+ years of Technical Support Engineer experience with senior level technical troubleshooting skills
•Strong understanding of software development and support workflow processes are crucial to be successful in this position.
•Excellent interpersonal skills in order to communicate effectively in a matrixed environment and the ability to assure anxious customers while maintaining command and control of situations
•Familiarity with IBM z/OS operating system concepts.
•Prior experience installing and / or supporting software on a z/OS system.
•Knowledge of DB2 for z/OS or IMS a plus.
•Understanding of Agile development methodology
•Bonus: capable of discussing complex technology concepts in other languages: French, German, Italian, and Mandarin.

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero’s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit: https://www.trcprofessionalsolutions.com/

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