**Introduction** IBM Integration Technical Support is looking for a Technical Support Manager who loves working with high performing teams, wants to work with cutting edge technology, and thrives on helping customers become successful with IBM Integration projects. At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. In this role, you will have an opportunity to make a big impact by helping build and lead a global support team that excels in delighting our customers; many of the world's largest clients rely on IBM Integration Software: * 85% of the Fortune 100 * 98 of the top 100 global banks * 8 of the top 10 global manufacturers * 9 of the top 10 global healthcare companies * 6 of the top 10 global retailers * 9 of the top 10 global airlines * 9 of the top 10 global insurance companies * 9 of the top 10 global IT services This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions, which brings the strength and dependency of IBM Integration software. This enables data to be moved anywhere, creating a complete and consistent solution. **Your role and responsibilities** As a manager in our WW Technical Support team, you will: * Ensure that service delivery and customer satisfaction is maintained at a world-class level * Meet Service Level Objectives (SLO) and Key Performance Indicators (KPI) * Establish clear performance expectations and ensure accountability for results * Track, report and resolve quality issues impacting the client * Simplify and Automate support activity, leading with technology to replace recurring manual tasks. Collect and manage all such tools in central location * Build and Manage the Knowledge sharing portals with Product documents, Process documents, FAQs, checklists, patch details, known issues, best practices etc.. * Provide required product/trouble shooting training for services team to reduce the number of tickets escalated to Product Development * Coordinate root cause analysis for service delivery defects * Foster for continual improvement of delivered service to grow * Focus on each employee and coach them through one-on-one discussions over performance, salary, short and long-term work assignments * Facilitate employee development through skills assessment implementation; ensure that skills are available to meet current/future business needs * Provide counsel to employees on training/education opportunities that best meet their career goals. * Conduct department meetings and communicate all relevant company and personnel-related information to employees * Coordinate on employee hiring and exit * Maintain the various metrics to analyze the issues and trends. Provide recommendations to the leadership team. **Required technical and professional expertise** * Bachelor of Science Degree in Engineering or Computer Science, or equivalent is required * Fluent in English * Strong analytical, problem-solving, negotiation, organizational and leadership skills are required * Excellent written and oral communication skills * Customer-focused approach * Ability to mentor, motivate and lead a team of technically strong support engineers * Ability to work collaboratively within a team environment to meet aggressive goals and SLO requirement * Minimum 5 years of experience in the supporting or implementing complex enterprise class software * At least 3+ years of leadership experience in building and managing technical support for large customers * Ability to mentor, motivate and lead a team of technically strong support engineers * Ability to work collaboratively within a team environment to meet aggressive goals and SLO requirements