**Introduction** 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, let’s talk. **Your role and responsibilities** Your Role and Responsibilities : 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 use WebSphere Application Server as leading Middleware software. This role specializes in performing and enabling remote technical support of IBM software, hardware and solutions, which brings the strength and dependency of AppRuntimes (WAS, Java) software. This enables data to be moved anywhere, creating a complete and consistent solution. As a manager in our WW Technical Support team, you will: Key Responsibilities: 1. Team Leadership and Management: · Supervise and mentor a team of support engineers. · Manage team performance, including setting goals, conducting performance reviews, and providing feedback. · Ensure adequate staffing and manage team schedules to meet support requirements. · Conduct department meetings and communicate all relevant company and personnel-related information to employees · Coordinate on employee hiring and exit 2. Incident and Problem Management: · Oversee the resolution of complex technical issues escalated from the clients. · Ensure timely and effective resolution of customer problems and PMRs · Implement and manage escalation procedures for critical issues. · Participate in on-call WW Duty Manager escalation coverage rotation 3. Customer Interaction: · Act as a point of contact for high-priority or high-impact customer issues. · Communicate with customers to understand their needs and ensure their satisfaction. · Address and resolve any customer escalations or dissatisfaction. 4. Process Improvement: · Develop and implement processes to improve the efficiency and effectiveness of the support team. · Analyse support metrics and customer feedback to identify areas for improvement. · Ensure adherence to IBM’s support processes and standards. 5. Technical Expertise: · Maintain a strong understanding of IBM products, services, and technologies. · Provide technical guidance and support to team members as needed. · Stay updated with the latest developments and updates in IBM technologies. 6. Collaboration: · Work closely with other departments, such as Product Management and Development, to resolve complex issues. · Collaborate with other support teams to ensure a cohesive approach to problem-solving. 7. Documentation and Reporting: · Ensure accurate and detailed documentation of support activities, incidents, and resolutions. · Prepare and present reports on support performance, metrics, and trends to senior management. 8. Training and Development: · Identify training needs and organize training sessions for team members. · Foster a culture of continuous learning and professional development. **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 **Preferred technical and professional experience** · Experience/Knowledge of Java, OCP, WebSphere Application Server, HTTP Server and various middleware components · General knowledge of LLM Models · Knowledge of Support operation: A strong understanding of product support, including escalation management and stakeholder management with strong understanding of IBM products, services, and technologies. · 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 · Strong analytical, problem-solving, negotiation, organizational and leadership skills are required · Excellent written and oral communication skills