Associate Manager, Technical Support

3 weeks ago

مصر, Egypt Commvault Full time

**About Commvault**

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks - keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

**JOB DESCRIPTION**:
**The role**:
As a Technical Support Associate Manager you will play a pivotal role in driving customer outcomes through leading of highly technical engineers. You will set the tone and the tempo for your team, leading by example, coaching and mentoring to ultimately to drive an outstanding customer experience.

To do this you will drive operational excellence of your team, ensuring exceptional service, setting technical standards, handling key performance metrics and driving continuous improvement. Additional as the first line of customer critical issue management, you will have responsibility to drive incident outcomes by handling issues, collaborators, mobilizing other resources across Commvault, directly or through your team.

**What you ’ll do**:

- Lead and head up a team of 8-12 highly technical engineers, including Tier 1, Tier 2 and SME resources, encouraging a culture of collaboration and excellence.
- Actively engaged in all stages of team employee lifecycle.
- Hire - Recruiting skilled engineers, ensuring a match with team dynamics and company culture.
- Inspire - Empower and lead team to excel, fostering a positive, innovative, and collaborative work environment.
- Admire - Cultivate a culture of respect and appreciation, recognizing individual contributions and team achievements.
- Continuously oversee and evaluate team and individual performance, providing feedback and implementing strategies to drive improvement and achieve organizational goals.
- Be responsible for leave management and coverage coordination within the team and across Geographies to ensure uninterrupted service.
- Take ownership of key performance indicators including Customer Satisfaction (CSAT), Very Satisfied (VSAT) ratings, Initial Response SLA, Time-to-Resolution (TTR), and managing calls closed within 24 hours/5 days.
- Lead and coordinate technical outcomes for critical customer issues, working with all collaborators.
- This will include Customer operations teams and leadership, Commvault Sales teams, Engineering, field teams your technical resources and the wider distributed team members.
- Conduct weekly reviews of aged incidents and incident backlog, working closely with the team to drive closure.
- Develop and implement strategies to gain traction on aged calls and reduce incident backlogs.
- Chip in and ensure delivery against both team and Individual Development Plans.
- Lead all aspects of critical issues and processes to maintain a high standard of submissions thru to the Engineering team.
- Coach and mentor your team members, offering technical guidance as needed and be a facilitator for Career Development of Team members.
- Ensure your team supplies significantly to the creation of high-value knowledge base and solution articles.
- Collaborate with Global Peers for flawless Support Delivery in terms of Time zone Coverages and Transactional Handoffs

**Who you are**:

- Overall experience of 10+ years, along with 2+ years of manager experience, preferable in technical support at Enterprise level.
- Demonstrated ability to track and supervise key performance indicators such as Customer Satisfaction Scores, Resolution Times, and Service Level Agreements, using these metrics to drive continuous improvement.
- A Data Driven approach to Decision Making in driving Team and Operations
- Ability to thrive in a dynamic setting, quickly adapting to changing priorities and maintaining composure and efficiency in a difficult work environment.
- A solid foundation in relevant technologies with a commitment to staying informed about industry trends and emerging tools, ensuring the team's skills remain innovative.
- Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable.
- Strong experience in fostering a positive team environment, facilitating open communication and promoting partnerships to achieve common goals.
- Skilled in handling difficult and challenging customer issues, finding solutions that satisfy customers while aligning with company policies and objectives.
- Demonstrated expertise in guiding and coaching team members; enhancing their skills and career development through personalized mentoring and effective coaching strategies.
- Ability to think critically and laterally for effective problem-solving.
- Excellent communication skills, both verbal and

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