Support Manager Job Opportunity at IBM | Apply Right Now
A Support Manager oversees a team of customer support representatives, ensuring high-quality service and efficient resolution of customer inquiries and issues. Support Manager reveals crew performance, provides schooling, and implements strategies to improve consumer pride. Support Manager position involves taking part in different departments, coping with escalations, and preserving support structures and tools. Strong leadership, hassle-solving, and verbal exchange abilities are crucial for fulfillment in this role.
Job Role: Support Manager
Company: IBM
Location: Bengaluru
Salary: Not Disclosed
Experience Required: 10 – 14 years
Employment Type: Full Time
Education: Bachelor’s degree.
About Company:
IBM (International Business Machines) is a global generation and consulting corporation based in 1911. Known for its innovations in computing, IBM offers a huge variety of products and services, consisting of cloud computing, AI, software programs, and hardware. The organization is a frontrunner in corporation answers, supporting companies to transform digitally. With a strong consciousness of studies and development, IBM continues to drive technological advancements and has a widespread international presence.
Job Description:
At IBM, the role of a Support Manager transcends the conventional limitations of an activity, embracing a calling to innovate, lead, and form the future of generation. As a Support Manager, you may be at the helm of guiding the guide for the GenAI IBM Consulting Advantage Platform and various properties inside IBM Consulting. Support Manager role gives a unique opportunity to be at the vanguard of AI-pushed answers, playing a pivotal function in resolving a number of the arena’s most complicated troubles in the present-day era.
Key Responsibilities Of Support Manager:
1. Team Leadership and Management:
Lead and Mentor: Direct and inspire a group of help engineers, fostering a high-performance subculture that emphasizes excellence and collaboration.
Performance Oversight: Set clear goals, conduct performance reviews, and provide positive remarks to ensure continuous improvement.
Staffing and Scheduling: Manage staffing stages and optimize schedules to fulfill fluctuating assist demands correctly.
Incident and Problem Management:
2. Customer Interaction:
Primary Contact: Act as the principal factor of touch for high-precedence or excessive-effect client troubles, making sure of their rapid decision and pride.
Customer Engagement: Engage with clients to recognize their desires and deal with escalations successfully, fostering a fine client revel in.
3. Process Improvement and Productivity Enhancement:
Efficiency Strategies: Develop and put into effect techniques to beautify aid group efficiency, leveraging GenAI and advanced technology to automate tasks and enhance reaction times.
Continuous Improvement: Analyze guide metrics and client feedback to drive continuous development projects, ensuring adherence to IBM’s help standards.
4. Technical Expertise and GenAI Integration:
Deep Knowledge: Maintain a comprehensive know-how of IBM Consulting assets, products, and services, specializing in integrating GenAI into aid strategies.
Technical Leadership: Provide steering on AI-pushed tools and technologies, ensuring the team stays contemporary with today’s advancements and efficiently handles evolving challenges.
5. Documentation and Reporting:
Accurate Documentation: Ensure meticulous documentation of assist activities, utilizing AI tools to enhance accuracy and performance.
Performance Reporting: Prepare and present comprehensive reports on support performance, metrics, and traits to senior leadership, highlighting productiveness profits pushed by using AI.
Required Skills and Experience:
Education: Bachelor’s degree in Computer Science, Software Engineering, or a related technical field; Postgraduate degree preferred.
Experience: 10+ years in product aid with a verified track record of leading groups and enhancing productiveness through AI projects.
Support Operations Expertise: Deep know-how of product guide, together with escalation management and resolving complicated troubles with AI-driven tools.
Preferred Skills and Experience:
People Management: Proven experience in coping with assist operations and using productivity enhancements via AI gear.
Communication Skills: Exceptional abilties in crew building, verbal exchange, and integrating AI solutions into aid strategies.
Benefits at IBM:
Comprehensive Health Plans: IBM gives various medical health insurance alternatives, along with medical, dental, and vision insurance, making sure personnel and their households have access to first-rate healthcare.
Work-Life Balance: IBM provides flexible work preparations, such as remote painting options, beneficiant paid break days, and parental go away, helping a healthy work-existence balance.
Retirement Savings: Employees gain from IBM’s 401(okay) plan with organization-matching contributions, supporting them build a stable monetary destiny.
Career Development: IBM invests in worker boom via non-stop getting-to-know opportunities, mentorship packages, and entry to modern technologies, fostering professional advancement.
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