Manager, GCS Cloud Ops - 28782
Chennai, Tamil Nadu, India
Job Category: Customer Experience
Technical Support Manager – Cloud Ops
Our Team
Informatica® is the only Enterprise Cloud Data Management leader that accelerates data-driven digital transformation. Informatica enables companies to fuel innovation, become more agile and realize new growth opportunities, resulting in intelligent market disruptions. Customer support team plays a vital role in enabling customers to overcome the most complex data challenges and transform big ideas into new realities. Our technical support team being Globally Rated outstanding by TSIA prides in customer-centric culture and our close partnership towards accelerating our product adoption and successful implementations. Join us to be a part of a team who are passionate about delivering the best experience for our customers.
Your opportunity:
We are looking for an experienced Technical Support Manager for our Cloud Operations support team using the latest cutting-edge technologies like Amazon AWS, Microsoft Azure and continue our tradition of success. You will supervise world class engineers to deliver customer-centric technical support with close collaboration between R&D and Solution architects. Thriving in a fast-paced and innovative environment, you will engage at the forefront of cloud and digital transformation initiatives.
Essential Responsibilities:
- Be a part of world class enterprise support team owning Cloud/Hosted support for Informatica’s Master Data Management, Data Quality and Product 360.
- Recruit top talent and manage large teams of high performing engineers.
- Draw objectives and development plans for all direct reports for continued improvements and levels of expertise.
- Define and track direct reports’ objectives, goals, KPIs/metrics including customer surveys, response times and documentation tasks.
- Maintain relations and collaborate across departments and Business Units including Pre-sales, R&D and Customer Success teams.
- Manage and own customer escalations. Closely track their milestones ensuring the issues are addressed.
- Coordinate with team members and customers to ensure the right resources are working on the right tasks at the right time, with clear expectations of milestones and goals.
Knowledge & Requirements:
- Strong experience managing enterprise support teams.
- A skilled collaborator and complex problem solver with experience managing. relationships through customer escalations.
- A can-do attitude with a relentless focus on our customers.
- Track record of collaborating with both technical, non-technical teams as well as customers.
- Strong organizational skills; ability to multi-task with competing demands for resources.
- Ability to handle complex situations with perseverance and professionalism
Education & Experience:
- 5+ years of experience managing high performing technical support team of 8+ employees
- 8+ years’ hands-on technical experience working on enterprise class software
- Bachelor’s degree in engineering or related field
- Experience managing teams with ITIL responsibility strongly preferred
- Hands-on experience of Cloud platforms/infrastructure. AWS/Azure preferred.
- Experience in handling critical customer escalations
- Experience in PaaS or SaaS is preferred
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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