22:03
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IBM Openings for Global Support Center Manager in Visakhapatnam
Job Description :
We are seeking a Manager of Global Support who will provide day to day management and leadership to an existing team of subject matter experts that support product offerings across all Kenexa lines of business. In this role you will be responsible for the training, development, and performance of Global Support Center line managers in India, and work with other leaders across all business units and functional areas to support all client initiatives.
Minimum of 6years experience providing custom software solutions in a SaaS environment.
Bachelors degree required
Understanding of general HR processes and policies including, staffing, engagement, assessment, learning, and compensation.
Demonstrated record of developing employees to perform at a higher level and managing poor performers out of an organization.
Coach and train all team members on setting expectations, working with clients, solving problems, and overall product capabilities
Responsible for researching creative solutions for software deficiencies
Partner with other internal resources to resolve client issues and ensure proper resource allocation
Solicit feedback from clients to ensure satisfaction
Partner with internal teams throughout Kenexa, Client Services, and Sales to ensure client resources are well placed and client issues are well understood
Effectively manage through escalations as the face of Kenexa, partnering with internal groups such as Product Management, Engineering, and Professional Services
Ongoing coaching and development of team
Flexibility / willingness to adapt to a constantly changing environment
Creative problem-solving skills & crisis management
Coordinate and support large scale dedicated clients support groups
Seek process improvements, brainstorm, research, and implement process improvements with intra and inter-team
Willingness to work in a collaborative, team environment
Excellent Customer Service, Verbal, and Written communication skills
Strong organizational and project management skills
Conduct business reviews with clients quarterly or as and when needed
Succession planning & work towards business continuity
Responsible for day to day operations and deliverables from Vizag
Liaise with Global team and execute disaster recovery plans in case of crisis management
This role will report to the Global Support Center Manager (T1 & India)
Responsible for the satisfaction of live software clients in India
Run weekly one-on-one meetings with line managers, weekly team meetings, and periodic skip level meetings with down line.
Act as point of escalation for software issues with internal teams
Act as point person in the event of new product support rollout
Ensure staffing levels are appropriate, and work distribution is equitable
Monitor time tracking and compliance to contact tracking processes
Salary:Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software - Application Programming, Maintenance
Role Category:Senior Management
Role:Program Manager
Keyskills:Operations
Desired Candidate Profile
Education:(UG - Any Graduate - Any Specialization, Graduation Not Required) AND (PG - Any Postgraduate - Any Specialization, Post Graduation Not Required) AND ( Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required)
Please refer to the Job description above
Company Profile
IBM India Pvt. Limited
IBM has been present in India since 1992. IBM India's solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances.
IBM has been expanding its footprint in India - and has a presence in over 200 cities and towns across the country - either directly or through its strong business partner network. IBM India has clearly established itself as one of the leaders in the Indian Information Technology (IT) Industry - and continues to transform itself to align with global markets and geographies to grow this leadership position. Widely recognised as an employer of choice, IBM holds numerous awards for its industry-leading employment practices and policies.
The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry.
To know more about business units at IBM India, click on the 'About Us' link above.
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