Manager - Advance Technical Support

Overview

Lead the Advanced Technical Support (ATS) and Business Escalations team supporting the Personal System portfolio within APJ Markets, owning ATS operations and end-to-end escalations.

What you'll do

• Provide direct and ongoing leadership for a team of individual contributors, integrating quality requirements and practices into development, design, and manufacturing of products and solutions.
• Manage headcount, deliverables, schedules, and costs for multiple ongoing projects, ensuring resources are appropriately allocated.
• Ensure goals, objectives, timelines, and budgets are met following program and organizational roadmaps; submit a proposal for realignment of goals and budget if needed.
• Communicate project status and escalate issues to direct managers, program managers, and internal and external development partners.
• Advise on analytical test methods involved in quality assurance, work with internal teams to assess impact, and drive the phase-out process if needed.
• Manage relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs.
• Ensure team members communicate and collaborate effectively with outsourced resources.
• Identify opportunities for process improvement and cost reduction, and recommend changes in alignment with business tactics and strategy.
• Monitor advances in competitors' products to evaluate advances in quality expectations.
• Perform talent management responsibilities including recruitment, performance management, coaching, and career development.
• Ensure proper knowledge and career development tools are in place to support ongoing team member and process development.

What you'll need

• Four-year degree in Business Administration or any other related discipline, or commensurate work experience or demonstrated competence.
• Typically 5-7 years of work experience.
• Agile Methodology, Analytics, Business Strategies, Customer Relationship Management, Data Analysis, Key Performance Indicators (KPIs), New Product Development, Product Management, Project Management, Thought Leadership, Value Propositions.
• Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity.

Nice to have

• Experience preferably in service business management, customer service management, delivery, business planning, or a related field.

Details

• Location: Bengaluru, Karnataka, India.
• Employment type: Full time.
• No shift premium (India).
• Travel and relocation: not specified.