Job Title : Associate Manager, Technical Support Processes SAMG (Storage and Availability Management Group)

Department Overview :
Storage and Availability Management Group (SAMG) focuses on providing enterprise and large enterprise customers with storage and server management, data protection, and application performance management solutions across heterogeneous storage and server platforms. Key products in the Storage and Availability Management Group include Veritas Storage Foundation, Veritas Command Central Storage and Veritas Cluster Server product lines. Each of these solutions is available across all major UNIX, Linux and Windows operating systems, enabling IT organizations to reduce cost and complexity through standardization on storage and availability management solutions from Symantec.

Job Description :
Support Managers lead a team of technical support engineers and/or reps to provide technical support assistance to Symantec customers and partners in the installation, configuration, and use of Symantec products.

The Technical Support Manager has three primary responsibilities.
1) The technical support team must be continually developed and managed in order to achieve Symantec technical support objectives.
2) Technical support performance goals must be met for assigned products or support team responsibilities.
3) The technical support operation must be actively managed to ensure long-term success and integration with the rest of the Symantec product organization.

Work Activities :
In general, the Technical Support Manager may engage in many of the following activities in order to achieve their assigned responsibilities :

Technical Support :
• Function as an escalation point for cases requiring management involvement
• Engage in conference calls with customer executives on large or long cases
• Engage in conference calls with Symantec organization to secure solutions to customer cases
• Participate with case support team on generating solutions or plans for handling or resolving customer cases
• Interact with other departments such as Sales and Product Management to resolve product issues

Management and Development of the Technical Support Team :
• Identify and remove performance roadblocks
• Provide mentoring to engineers/reps on professional development strategies
• Provide direct coaching to engineers/reps with skill development needs
• Identify training requirements of the engineers/reps
• Proactively manage the workload and administrative load of the engineers/reps
• Communicate information from upper management in a clear and timely manner
• Conduct staff performance reviews
• Implement on-the-job training with new engineers/reps
• Meet regularly with staff and individuals to provide feedback, assess performance and resolve problems

Management of the Technical Support Operation :
• Hold regular reviews of escalated cases and case management
• Review closed cases for resolution quality and customer satisfaction
• Regularly monitor call queue to assess team performance
• Participate in conference calls with the management team
• Prepare reports for management on team performance and open/closed cases
• Make decisions regarding pay and vacation
• Complete necessary payroll forms
• Manage hiring process – source candidates, interview, evaluate, and hire
• Schedule time of technical support engineers/reps to ensure high availability of support resources
• Ensure the technical support engineers/reps have the necessary equipment
• Communicate and collaborate with other parts of the Symantec product organization such as product marketing and development
• Manage the development of new support processes
• Assist the organization in focusing on problem and call prevention

Job Requirements :
In general, the Technical Support Manager will need the following skills, knowledge, and attributes to be successful in fulfilling the responsibilities of the position :

Required Skills :
• Able to manage ongoing technology and product change
• Possesses creative problem solving skills and can develop unique solutions to complex problems
• Possesses superior customer satisfaction skills – able to relate, can explain complex issues simply, able to talk to wide range of customers from admins to CEOs.
• Capable of building and managing a team
• Able to develop and implement contingency plans
• Possesses superior people skills
• Ability to negotiate win/win solutions to problems/issues
• Ability to effectively improve performance of staff through coaching
• Ability to operate as a senior technical support engineer
• Possesses strong managerial skills, able to lead rather than control
• Able to use analytical and problem solving skills
• Ability to communicate and work effectively at the employee, peer, customer and organization level
• Possesses superior listening skills
• Able to make decisions and commitments
• Ability to identify and select superior candidates for hiring
• Ability to communicate and manage a remote team
• Possesses strong time management skills
• Able to effectively allocate resources to maximize team performance
• Ability to manage technical people
• Strong leadership abilities
• Possesses strong delegation skills

Required Knowledge :
• Capable of understanding how Symantec works and can get things done
• Possesses strong understanding of Symantec solutions from a product and technical perspective
• Understands the computer business and industry
• Possesses superior understanding of foundational technologies
• Understands the technical support process

Required Attributes :
• Typically takes a participative management style
• Possesses an even disposition
• Capable of dealing with rapid and constant change
• Ability to establish technical and managerial credibility
• Team player focused on success of others as well as self
• Responsive to needs of staff, customers, and organization
• Diplomatic and helpful under stressful situations
• Possesses a continuous improvement mindset
• Ability to deal with ambiguous, non-structured situations and environment
• Ability to develop trust and confidence
• Possesses positive attitude
• Persistent
• Concerned about employee satisfaction
• Goal oriented rather than task oriented
• Possesses high level of integrity
• Ability to multi-task

Total IT Experience : 8+ years.

Job location : Pune.

Kindly grab the challenging opportunity and mail us your updated profile in word document alongwith below mentioned details :-

Current Location :-
Total IT experience :-
Current Role:
Exp as Tech Support Manager:
Exp in leading Technical Support team:
Exp in providing enterprise level support:
Exp in Unix preferably Linux / Solaris ?:-
Exp in Storage:
Exp in Veritas Products :
Exp in Escalation:
Exp in Managing Technical Team / Operations :
Are you currently working in Product based Company ?:
Are you ready to work in rotational shift of 24x7 ? :
Are you willing to work in Customer facing role ?:
Do you have Certifications ?
Current CTC :-
Expected CTC :-
Joining time ? :-
Reason for change :-
Are you willing to work Pune ?:-

* Would appreciate if you can help us with references of your friend or colleagues who would be looking out for change.

Contact us :
Hitesh Giri
JAV Consultancy Services
Mumbai - 400 080 INDIA
resume@javconsultant.com
T: 022-25900416 / 25624130 / 25611608