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Associate Engagement Manager

Location: Bangalore, Karnataka IN

Notice

This position is no longer open.

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:

Navigating COVID-19 and Beyond

  • Since March 2020, our INFA Team have been working remotely to do our part to slow the spread of COVID-19
  • During this time, work-life balance and the well-being of our team has been a priority for us. In lieu of not being in the office, our teams are actively participating online via video chats. You'll find groups connecting for online games, virtual break rooms, online training, yoga, morning coffee, and so much more!
  • We're also offering all teammates the ability to expense home office items (monitor, chair, desk, etc…) to ensure that you're as comfortable as possible

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.

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Travel Requirement: Up to 25%

Location_formattedLocationLong: Bangalore, Karnataka IN

The Hiring Process

Apply for an open role via our Career Page or through an Internal Referral. While you're waiting to hear back from our Talent Acquisition Team, visit Informatica.com, our Informatica social channels, and Glassdoor. Doing so will give you insight into who we are, what we do, and why you should join our team.

If you're a great fit, one of our Recruiter's will reach out to you to schedule an initial screen via a video call. Use this time to share your experience with the Recruiter, and why you're the best person for the job.

After speaking to the Recruiter, you'll have a chance to meet with the Hiring Manager and team via a video call. Use this step as a chance to learn more about the team, and as a chance to sell yourself and impress the team.

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