Associate Manager – Infrastructure Management

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

The successful candidate will possess a proven track record with 3-5 years of managerial experience along with overall 8+ years' experience in enterprise technical support, demonstrate a robust operational acumen, and exhibit a fervent commitment to driving transformative initiatives and nurturing talent development. This pivotal role requires a dynamic individual who can adeptly coach for heightened performance, adeptly handle complex issue escalations, and thrive within a rapid and demanding environment, all while upholding superior standards of customer engagement and exhibiting exceptional interpersonal skills.

Job Requirements

Operational Excellence: Supervise the day-to-day activities of the technical support team, ensuring customer issues are resolved with efficiency and effectiveness. Change Leadership: Champion and enact continuous improvement measures, refining support processes to amplify customer satisfaction. People Development: Guide, mentor, and elevate team members to realize their utmost potential, cultivating a culture of collaboration and superior performance. Performance Coaching: Deliver consistent feedback and coaching to enhance team performance and accomplish organizational objectives. Customer Communication: Embrace a customer-first mindset, guaranteeing prompt, high-caliber support for all customer inquiries and technical challenges, with an emphasis on lucid and impactful communication. Escalation Management: Tackle intricate and high-stakes customer escalations, assuring swift and agreeable outcomes. Cross-functional Collaboration: Engage closely with engineering, sales, and product management teams to address customer requirements and funnel product improvement suggestions. Performance Monitoring: Measure and scrutinize team performance metrics to identify improvement opportunities and take corrective measures when necessary.

Qualifications

Stong experience in technical support management in Enterprise technology. A comprehensive grasp of technical support operations, inclusive of incident management, problem resolution, and customer service excellence. Change Advocacy: Demonstrated experience in fostering change and executing process enhancements in a lively setting. Leadership: Outstanding people management capabilities, with a history of inspiring and propelling teams. Performance Coaching: Proven expertise in performance coaching and delivering constructive critiques. Communication: Superior verbal and written communication skill set, with a track record of effective customer interactions and soft skills. Escalation Management: Skilled in the management and resolution of customer escalations in an effective manner. Problem-Solving: Exceptional analytical and problem-solving skills, focused on delivering pragmatic and efficient resolutions. Adaptability: Capacity to operate effectively in high-velocity environments, managing concurrent priorities and adapting to evolving requirements. Customer Orientation: An unwavering dedication to exceptional customer service and the cultivation of robust customer relationships. Expertise in enterprise Infrastructure management technology like storage, networking, backup virtualization etc. Bachelor's Degree in IT, Computer Science, or other related fields.

Additional Information

All your information will be kept confidential according to EEO guidelines.