Senior Manager, Product Support
Location: San Diego, California US
Requisition Number: 204990
Position Title: Sr Manager Product Support Engineering
As Senior Manager, Product Support, you will lead the Platform OS and PDE team. You will be the business owner for all Platform OS, PDE and TVS incidents/issues, leading a group of Product Support Engineers responsible for providing 24/7 technical support to resolve customer incidents/issues. The candidate is responsible for setting schedules, objectives, identifying and documenting new process, policies, procedures and plans for the success of the team and will have primary accountability for the end results of the team.
The Manager and the team are responsible for addressing and solving unique and complex problems that could, potentially, have a broad impact on Teradata’s entire install base. As such, a high degree of analytical skills and ability to multitask are required to solve the multitude of concurrent complex problems requiring a solution. Many of the issues being addressed could have an impact beyond their own team, these issues impact related product support teams and associated engineering teams. Must work closely with other GSO product support teams, Teradata Product Development teams, Field personnel, and our customers.
The individual will need to have an In-depth understanding of concepts and principles in a multitude of disciplines. Must have the ability to clearly articulate support decisions and findings. They will manage high-profile customer issues while partnering with GSO teams, CSO (when appropriate) and Product Development as necessary to provide leadership in addressing critical issues. This effort involves coordinating communications and developing strategic approaches to lead internal technical teams and the customer to a successful resolution. They will need to develop action plans for end-to-end resolution of issues in the field/customer install base.
Key Areas of Responsibility:
Skills & Attributes:
CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.
City: San Diego
Community / Marketing Title: Senior Manager, Product Support
Job Category: Customer Support
Considering COVID-19, we are still hiring but conducting virtual interviews to keep our candidates and employees safe. Many roles will be temporarily remote or work from home to comply with current safety regulations. These roles will be required to be in the office once it is safe or restrictions are lifted. Read more on our response here: Teradata Response to COVID-19
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Location_formattedLocationLong: San Diego, California US