Technical Manager (Managed Services)

Zaloni (Guwahati, AS, India) 17 days ago

Our Amazing #TeamZaloni 

We’re the frontline evangelists and trusted advisors to our customers. Zaloni understands its customers require industry expertise as well as an ability to help them meet their business objectives. Zaloni Customer service is the support we offer to our customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business. Today’s customer service goes far beyond the traditional telephone support agent. It’s available via email, web, text message, and social media. It provides self-service support, so customers can find their own answers at any time day or night. Customer support is more than just providing answers; it’s an important part of the promise Zaloni’s brand makes to its customers. 


Customer service is critical to competing effectively. In the past, people chose which companies they did business with based on price, or the product or service offered, but today the overall experience is often the driver. 


Great customer support drives amazing customer experience, especially when your support team moves beyond just reacting to problems and toward anticipating customers' problems. When support agents are empowered to go above-and-beyond with customers. 


What You’ll Do in This Role to Add Value 

We are looking for a Technical Support Manager, to support and supervise the team involved in providing troubleshooting detection and resolution related to the Zaloni Data Platform. You will join our "India team", a team based in Guwahati that's offering 24/7 support to our customers. 


From problem identification to full resolution, we own and handle the technical challenges and questions our customers have that may be blocking them from fully leveraging our products. As a Managed Services -Technical Manager, you will focus on building and leading a high performing team of engineers. You will be responsible for ensuring our teams provide a positive support experience. This includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Zaloni’s customers using our products. 


You will be surrounded by people that are insatiably curious and always learning, obsessed about our customers, and who believe that world-class support is critical to customer success. You will be part of a diverse team in an inclusive environment, where all opinions are valued. 


You will represent Zaloni to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. 


You will act as the voice of the customer to internal audiences such as the Zaloni Engineering Group, leveraging the culture of customer obsession at Zaloni to empower every person and every organization on the planet to achieve more. The role requires solid experience and understanding of technical infrastructure, Big data - data pipeline and use case development . 


Responsibilities

  • Develop a deep understanding and knowledge of the Zaloni Data platform to facilitate the trusted advisor relationship and partner with customers and help them optimize and expand their use of Zaloni software 
  • Develop a deep (and technical) understanding of the customer’s business priorities, operational model/objectives, environment, architecture and road maps which clearly tie back to business drivers, service delivery targets and business functional and technical requirements. This includes the development of projects and related budget line items. 
  • Design: Oversee the creation of documentation artifact standards for Reference Architecture, design, deployment planning, hardware and software standards and standard building blocks, which will serve as the guiding framework for technology investments by clearly defining business service objectives and mapping them to the architecture, technologies and processes needed to satisfy them.
  • Implementation: Execute plan including approvals to spend allocated budget. 
  • Manage and lead the Managed Services team in charge and individual performance. Attract, recruit and retain the right talent with the focus to create an industry-leading service delivery team, build diverse and inclusive teams. 
  • Understanding of Agile methodologies as well as SDLC life-cycles and lean principles, including Shift left, DevOps, CloudOps, continuous delivery 
  • Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc. 
  • Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points. 
  • Regularly meet one-on-one with your direct reports, and conduct employee connects and career development discussions throughout the year 
  • Drives the adoption Managed Application Services. 
  • Manage high priority escalations as appropriate. Respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, escalation teams, field personnel, and ensure robust status communication 

Required Skills/Qualifications 

  • Prior Managed Services or development experience 
  • Promote Automation, reusable components 
  • Experience supporting; 

○ DevOps automation teams using tools such as Jenkins, Opentack, and Kubernetes ○ 3rd party Cloud and CDN Provider Experience: AWS or Azure, 

○ Standard Infrastructure Experience: Monitoring, DNS, DHCP, Backups, and Disaster Recovery


● Exceptional people leadership and engagement skills and demonstrated ability to inspire and motivate large teams of 15+


 Desired Skills/Experience

  • Bachelor’s Degree in Computer Science, Engineering or related field, or equivalent technical experience is required 

  ● Minimum of eight (8) years of experience in Managed Services, customer service industry, technical support, product support, end-user support, IT Admin support, Consulting, or developer support

  • Three (3) years of people manager or team lead experience in a customer-facing role or business 
  • Excellent communication, project management, presentation, and problem-solving skills required with the ability to build trusted partner relationships with premier enterprise customers. Ability to scale from technical engagements and guidance to mid-level IT management interaction.

Other Preferred Qualification


○ 4-year Degree in Management, Business, Computer Science, or equivalent in work experience

○ Strong ability to attract, develop and retain top talent 

○ Practical experience working in a 24x7 operational and support environment 

○ Experience with other cloud-based services outside of AWS 


Our Awesome Company 

Zaloni simplifies big data for transformative business insights. We work with pioneering enterprises to modernize their data architecture and operationalize their data lakes to incorporate data into everyday business practices. Zaloni’s data management platform, Arena, provides total control throughout the data pipeline from ingestion to analytics, with comprehensive data management, governance and self-service data preparation capabilities for IT and business users. A leader in big data for more than a decade, Zaloni’s expertise is deep, spans multiple industries, and has proven invaluable to customers at many of the world’s top companies. We are proud to be recognized by CRN’s 2017 Big Data 100 list, Forbes top 20 big data companies to work for, and Red Herring’s Top 100 North America Award. 


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Technical Manager (Managed Services)

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