Technical Cloud Support Product Manager

Requisition Number: 211456

External Description:

Technical Cloud Support Product Manager

Job Description:  

Teradata is seeking an experienced Technical Support Product Manager for Cloud. The successful candidate will team up with our Strategic Cloud SPM and other SPMs responsible for other technology areas to drive Cloud supportability features and customer support practices and will understand the Teradata Vantage and its eco-system components and associated tools. 

This role requires Technical Product Support Planning and/or Product Management experience in enterprise analytical ecosystem and demonstrated abilities of data-driven problem-solving, business acumen, effective collaboration with multiple teams. 

Roles, Responsibilities, and Deliverables 

• Technology: Quickly learn and understand technologies as developed and released by Engineering teams
• Supportability: 
• Liaison to provide input to Teradata tiered services portfolio and offerings
• Define and drive product supportability requirements in the product roadmap
• Provide thought leadership on improving product deployment and shift to early detection, predictive, and preventative – i.e. installation, upgrade, migration, and backdown
• Represent and align CS stakeholders in the product release process
• Develop product support plan in concert with market, competitive, and technology/customer trends including a supportability risk assessment with releases.
• Quality: 
• First-hand knowledge of installed base customer experience through incident analysis and quality data analysis
• Leads prioritization of quality issues in the product roadmap through backlog alignments
• Review and approve quality and user acceptance test plans for releases

• Support Practices: 
• Identify and evolve product support documentation requirements and ensure successful knowledge transfers
• Identify and evolve support practices specific to your product
• Identify and drive requirements for diagnostic tools
• Provide thought leadership to leverage greater service analytics and automation to shift to early detection, proactive avoidance (predictive), and preventative maintenance.

• Telemetry: Define and evolve IoT and backend requirements for break/fix and performance issue detection and automated diagnostics and resolution
• Analytics: 
• Define, monitor, and evolve analytics and KPIs to drive continuous improvement in incident resolution velocity, quality, support costs, and supportability requirements
• Identify proactive and prescriptive support opportunities 

Qualifications 

• BS/MS or equivalent experience required
• 8+ years of experience in Enterprise Software Product Management, Product Support Planning, Customer Support, and/or Program Management; Experience with Cloud is strongly preferred

• Proven ability to understand and solve complex business problems, leveraging your analytical skills and ability to dive deep to create effective plans and tactical countermeasures
• Ability to effectively share technical knowledge
• Effective verbal and written communication skills. Comfortable with both business and technical discussions
• Experience in building trusting relationships and leading through emotional intelligence
• Ability to organize and lead teams who do not report to you
• Strong desire to take ownership and deliver customer-first solutions
• Agile/Scrum development experience
• Experience analyzing data and identifying actionable insights
• Closed Loop/Corrective Action experience
• Capability to learn Cloud platforms and how Teradata technology operates in the cloud
• Ideal candidate will have the breadth and depth with Teradata solutions 

Work Environment

• Requires working outside of normal office hours

• Global organization

 

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Hyderabad

State: Andhra Pradesh

Community / Marketing Title: Technical Cloud Support Product Manager

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Hyderabad, Andhra Pradesh IN