Associate Engagement Manager

Job Number: 27182

Position Title: Supervisor, Technical Customer Support

External Description:

Core Activities

• Be a neutral operator/trusted advisor ensuring smooth functioning across teams.
• Act as a SPOC for Night shift and Local management
• Participate in hiring of new ISC contractors not limited to justification, REQ creation and interviews
• Act as a SPOC for handling contracts and PO process for contractors in ISC.
• Interact with the key night shift/contractor stakeholders and report all the anomalies
• Participate in regular synch ups involving Contractors/night Shift
• Provide monthly operational metrics and highlights to senior leadership
• Organize and conduct ISC Support Council across shifts
• Follow and participate in the improvement of established team processes
• Accountable for overall quality of service delivery and customer satisfaction from ISC contractors ensuring
  • Onboarding
  • Process Training
  • Soft Skills training. 

Additional Activities to Scale

• Own Support Coverage Across Shifts including Weekend coverage, Holiday coverage & Emergency Coverage.
• Monitor and track closure of feedback and Action items from the APJ Ops Review
• Collaborate with peers and multi-functional teams for e.g. Working with IT on outages
• Act as a SPOC for Five9 queue management
• Monitoring alerts and ensuring follow up actions

The candidate must be proficient in spoken and written English to be able to communicate with Customers globally

City: Bangalore

State: Karnataka

Alternative Location(s) :

Community / Marketing Title: Associate Engagement Manager

Company Profile:

At Informatica, We “DATA”. We Do Good, Act As One Team, Think Customer First, and Aspire For The Future. Informatica enables companies to unleash the power of data to become more agile, realize new growth opportunities, lead to new inventions resulting in intelligent market disruptions.

A career with Informatica gives you all the opportunities and benefits that can only come from working for the trusted industry leader, including amazing, energetic team members; a globally diverse workplace; and a company dedicated to your success, growth and advancement.

EEO Employer Verbiage:

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Life at Informatica

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Travel Requirement: Up to 25%

Location_formattedLocationLong: Bangalore, Karnataka IN