Director, Cloud Support Engineering

Location: San Diego, California, United States

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Requisition Number: 212728

External Description:

Director, Cloud Support Engineering
Location: San Diego, CA Preferred (US Virtual OK)

The Director of Cloud Support Engineering in the Teradata Global Support Organization (GSO) is the Services “business owner” for Cloud technologies. This role will lead a team of Product Support Engineering Managers and Product Support Engineers, focused on the following key areas:

  • Oversight and Strategic Direction for Product Supportability/Serviceability Vision
  • Best Practices around Problem Resolution and Process Adherence
  • Knowledge Management and Related Activities (such as Customer Self Help/Customer Forum)
  • Analytics on the business to drive product and process improvements
  • Resource Scheduling and Staffing
  • Talent Development
  • Interface with Teradata Leadership Team and Customer “C” Level Management

A successful candidate will have a deep understanding of SaaS, enterprise software, distributed systems, Cloud technologies, support, operations,  product performance behaviors with the ability to clearly articulate strategic and tactical decisions and findings with a strong focus on effective problem resolution. Experience with a globally dispersed organization is preferred.

Major Responsibilities

  1. Oversight and Strategic Direction for Product Supportability Vision
    • Identification of specific tools/diagnostics and other supportability deliverables required to avoid incident creation and provide customers with the ability to initiate self-help or improve problem resolution time and minimize problem rediscovery
    • Ensure organizational readiness for new service delivery channels (customer forum, chat) and problem-solving methodologies (swarming)
    • Primary interface into Engineering development to ensure adherence to Design for Supportability standards
    • Work closely with engineering to drive product performance and overall product quality improvements
    • Integration into the agile development process to ensure supportability requirements are driven into product releases
    • Look for ways to improve the entire customer experience from installation to post-deployment while reducing costs in the GSO
  1. Problem Resolution and Process Adherence
    • Ownership of all incidents/problems escalated to support team, accountable for the execution of the resolution process, direct management of incident backlog to support the achievement of resolution guidelines
    • Collaboration with other delivery teams to ensure a seamless end to end solution to the end-user or collaborating team
    • Ensure Global support readiness for new product releases and ensure the ability to execute in the new database cadence release model
    • Participate in beta trial tests for new releases of product or service offerings to ensure product readiness
    • Adherence to and improvement on global processes by collaborating with Global Operations and Field personnel
    • A key contributor to 3rd party vendor business and product quality management
  1. Knowledge Management and related activities
    • Placement of knowledge-centered solutions in the incident process to improve customer self-help and reduce the team’s incident management workload
    • Participate in public forums by answering customer questions, creating self-help knowledge and FAQs for new open software products
    • Create and/or validate Knowledge for accuracy, relevancy, currency
    • Create and maintain Technical Alerts, Service Bulletins, and other related technical artifacts
    • Identification of Product Defects
    • Lead and/or participate on teams focused on creating technical bulletins, procedures, and support processes
    • Development and enhancement of Problem Solving Scenario rules and associated knowledge
    • Development and enhancement of automated incident creation and recommended actions, Problem Solving Scenario rules, and Identification of opportunities for further automation within tools and applications supporting incident management
  1. Analytics on the business to drive product and process improvements – participate and lead in expanding our analytics approach companywide
    • Data analysis and presentations leading to root cause and closed-loop corrective actions
    • Ability to summarize data, summarize the findings and explain rationale
    • Ability to influence suggested recommendations, changes to the product, process, or other factors
    • Leverage analytics to prioritize future supportability enhancements
    • Participate and lead in developing Teradata’s companywide analytics ecosystem
  1. Talent Development
    • Assess ongoing skills of the team with a focus on creating technical competencies for problem resolution process for responsible areas
    • Develop and maintain a training and development plan
    • Establish a global view of customers and establish teamwork across the organization and between regions
    • Extend the reach, knowledge, and growth of team members
  1. Interface with Teradata LT, Customer “C” Level
    • Interface with senior company resources internally and externally, acting as the subject matter expert regarding issues related to products supported within the Product Support Team
  1. Resource Scheduling and Staffing
    • Maintain adequate staffing levels based upon 24/7 and follow-the-sun methodology including “hours of coverage” for the Product Support Team
    • Ensure resources are on call to supplement or provide emergency support as required

Skills and Experience Required

  • Proven strong people management skills and the ability to lead, plan, and manage multiple competing complex projects
  • Results-oriented with strong analytical skills and business acumen
  • Excellent verbal and written communication skills with the ability to effectively communicate with all levels of the organization and customers and to anticipate the needs of customers
  • Able to troubleshoot complex software problems and dive into technical details in large enterprise data analytics platforms and software applications as needed.
  • Capable of presenting problem resolution process, root cause analysis, and activities underway in technical and tactical terms to customer-facing teams and customers when warranted.
  • Experience with LEAN analysis, 5 Whys, and design of experiments to drive continuous improvement.
  • Proven capability to effectively work cross-functionally with other internal and external partner organizations.
  • Experienced in managing a diverse group of support engineers and geographically dispersed teams
  • Able to leverage practical means for influencing people without having direct authority.
  • Seasoned in the recruitment of candidates for technical positions
  • Able to recognize and distinguish performance, capable of providing constructive feedback
  • Established background in managing complex software product customer support for large companies, 24/7 worldwide
  • Good understanding of agile principles, experience in Agile practices in development and support
  • Solid understanding of full software stack from OS, Networking, Storage to UX/UI
  • Experience with Cloud platforms – AWS, Azure, Google Cloud, VMware
  • Experience with large scale distributed software systems
  • Extensive knowledge of data platform technologies, data integration, enterprise data warehouse, and analytical ecosystem

Basic Qualifications

  • US Citizen based in the USA (Candidates who are San Diego based or willing to relocate to San Diego are preferred but not required)
  • BS, MS, or Ph.D. in Computer Science or a related field
  • 3+ years of enterprise customer support experience
  • 10+ years of enterprise software engineering management experience
  • Cultural awareness

Preferred Qualifications

  • Teradata knowledge and experience is strongly preferred
  • Experience with Teradata in Cloud and how they work together
  • Experience with state of the art knowledge management
  • Experience with high impact distance training methods
  • Experience analyzing data
  • Closed-Loop/Corrective Action experience
  • Experience with application programming is desirable

Work Environment

  • 24x7 operation may require working alternate shifts
  • Global organization
  • Some travel will be required
  • International travel may be required

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. Consistent with Colorado law, Colorado applicants can email the Ask.HR@teradata.com inbox to receive the compensation range information for this role. Please provide proof of Colorado residency in your request.

City: San Diego

State: California

Community / Marketing Title: Director, Cloud Support Engineering

Job Category: Engineering

Company Profile:

Our Company

Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data.

At Teradata, we are leading the data era. As enterprises address today’s digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs.  Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well. 

Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage™, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organization…regardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency.

 As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today’s challenges and reimagine tomorrow’s world.

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Location_formattedLocationLong: San Diego, California US

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