Associate Manager - Infrastructure - Storage

Summary

Join Sutherland as a Team Manager and lead a technical support team, ensuring high performance and customer satisfaction. You will supervise operations, enhance team performance, and develop strategies for improvement. Responsibilities include managing critical issues, conducting performance reviews, leading team meetings, and collaborating with clients. The ideal candidate has 3-5 years of experience managing phone-based technical support and strong analytical, communication, and leadership skills. Success requires fluency in English, excellent communication skills, and the ability to work in a fast-paced, 24/7 environment.

Requirements

• Should know how to work on Storage Hardware & SAN/NAS related issues
• Be able to work in MS Office
• Be able to work in a fast-paced environment
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Fluency in English
• Excellent verbal and written skills
• Enhanced planning and organizational skills
• Excellent communication and interpersonal skills
• Ability to lead a Technical Team
• Presentation and Document Preparation Skills
• Maintaining client relationships
• Critical thinker and problem-solving skills
• Good time-management skills
• Sense of ownership and pride in your performance and its impact on the company’s success
• Willingness to work 24/7 shifts (including night shifts)
• Ability to work and handle pressure in high-stress environments
• Proactive problem-solving skills : Anticipating issues and implementing preventive measures
• Customer-centric mindset : Focus on delivering exceptional customer experiences
• Adaptability to emerging technologies : Staying up-to-date with advancements and applying them effectively
• Conflict resolution skills : Handling and resolving conflicts within the team or with clients
• Training and mentorship : Ability to train and guide team members to enhance their skills
• Budget management skills : Experience in managing budgets and ensuring cost-effective solutions
• Compliance awareness : Familiarity with industry standards and compliance requirements
• Multi-tasking abilities : Managing multiple priorities and tasks simultaneously
• Metrics-driven approach : Setting and tracking KPIs to measure success
• Remote work management skills : Effectively managing distributed or remote teams
• Incident management expertise : Handling critical situations, such as outages, with a solution-oriented approach
• Cultural awareness : Working effectively with diverse teams and clients from different backgrounds
• 3-5 years experience as a manager of phone-based technical support services
• Ability for a great degree of cross-group collaboration, leadership by influence, and ideally possess an understanding of the legal requirements of managing vendor relationships
• Ability to analyze business trends, plan and organize teams for success and motivate teams and individuals while managing remotely

Responsibilities

• Supervise the operations and enhance the performance of a Technical Support Team, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery and managing critical, high-impact issues
• Monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by Technical Leads & Support Engineers and providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability
• Develop a forward-looking strategy for improving the team, business, and the overall organization’s performance
• Drive customer and partner experience, responsiveness, readiness, and organizational health
• Manage critical and high impact escalated problems for customers and ensure ownership of issues until resolved completely; manage issues in such a manner as to ensure no breakdowns in the communication or technical aspects of the issue; communicate with customers and executive management regarding escalated issues acting as the highest level of escalation management within Product Support Services
• Conduct employee performance reviews/evaluations and conduct regular career planning sessions with employees
• Conduct interviews with Support Engineer candidates & Team Managers, to meet staffing requirements
• Lead, schedule, coordinate, and in daily work, meetings, and projects relevant to the team and unit address daily issues that affect support at the team and the unit levels
• Lead and interact about support issues on a cross-site and/or cross-unit basis, including interaction with the Business Unit
• Work with Clients/program management to anticipate and prepare for support needs and to reduce the support burden of products
• Prepare readiness plans for product launches to help ensure overall product readiness in partnership with the client
• Perform other management activities such as preparing justifications for major and/or non-budgeted expenses, arranging for equipment and supplies, identification, and facilitation of necessary training, and preparation of monthly reports