Company Description

Sutherland is a digital transformation company that combines human-centered design with real-time Analytics, AI, Cognitive Technology, and Automation to create exceptional Brand Experiences. With over 35 years of experience, Sutherland delivers measurable results and accelerates growth for its customers. The company is a team of global professionals who are operationally effective, culturally meshed, and committed to their clients and to each other.

Knowledge Required: Storage/SAN/NAS/Storage Hardware.

Shift : 24/7 (Must be versatile doing any shift for longer period)

Location : Bangalore

NSA and Incentive : NSA Will be provided for Night shifts only and NSA and Incentive will be provided after completion of training

Work mode : WFO

Ensure accuracy: The Technical Support Manager position is a service delivery manager position responsible for supervising the operations and enhancing 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.

Ensure quality: The Manager Technical Support will 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.

Keep Sutherland aligned: The TSM will develop a forward-looking strategy for improving the team, business, and the overall organization’s performance. The manager will be responsible for their business overall success in driving customer and partner experience, responsiveness, readiness, and organizational health.



The ideal candidate will have 3-5 years experience as a manager of phone-based technical support services.

He or she must also have the 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. The successful candidate will have the ability to analyze business trends, plan and organize teams for success and motivate teams and individuals while managing remotely.

Provide Solutions: 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.

Enforce the workforce: Will conduct employee performance reviews/evaluations and will conduct regular career planning sessions with employees. Will conduct interviews with Support Engineer candidates & Team Managers, to meet staffing requirements.

Lead the team: Will 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. Will lead and interact about support issues on a cross-site and/or cross-unit basis,



including interaction with the Business Unit.

Perform Management tasks: 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.

Qualifications

Our most successful candidates will have:

- 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 To succeed in this position, you must:

· Fluency in English

· Excellent verbal and written skills

· Enhanced planning and organizational skills

· Excellent communications and interpersonal skills

· Ability to lead a technical team.

· Presentation and document preparation skills

· Maintaining client relationship

· Critical thinker and problem-solving skills

· Can work in a pressure situation.

· Team player

· Good time-management skills

· Sense of ownership and pride in your performance and its impact on the company’s success

· Willing to work 24/7 shift (Should be willing to work in night shift)

· Can work and handle pressure environment.

📌 Storage Technical Support Manager (Bengaluru)
🏢 Sutherland
📍 Bengaluru