The Teradata Global Support Organization (GSO) is going to modernize customer support and we need highly motivated and effective operations quality management engineers to help optimize support practices.

What We Do
The Teradata GSO provides 24x7 global support for all Teradata products. Along with incident management, we provide technical/functional knowledge necessary to resolve customer’s problems.

What You’ll Do:
The Quality-of-Service analyst will work within the GSO Base team and redefine processes and practices throughout the GSO in support of transformation efforts to modernize the delivery of support and ensure operational efficiency. In this role, you will work closely with the frontline support resources as well as resources in other levels of support to gain a complete understanding of end-to-end GSO support operations and manage the design and implementation of new processes to drive lean problem management practices within the organization.

Interesting Work You’ll Do: (Key Responsibilities)
• Analyze customer support processes and workflows (such as problem diagnosis and dump analysis practices) to identify first-hand customer service insights, challenges and opportunities; formulate requirements and use cases for service analytics.
• Provide oversight of Global incident backlog and drive efficiencies in the execution of support practices and IMP
• Provide GSO operations oversight and analysis to consult on process improvements and support best practices
• Defining new support practices and workflows for GSO to adapt to the implementation of new service analytics automation efforts.
• Work with GSO Product Support teams and SPMs to identify automations opportunities and lead change management efforts resulting from the impacts of automation
• Coordinate and deliver training sessions to drive timely adoption of new processes and best practices.
• Drive service quality and process improvement through continuous business process analysis

Skills and Experiences, You’ll Need to Be Successful: (Basic Qualifications)
• Effective oral and written communications skills.
• Bachelor’s Degree or equivalent experience.
• Data analysis capabilities
• Knowledge of GSO operations and support practices
• Business acumen
• Experience with computer hardware and software products

Ideally, you will also have the following: (Preferred Qualifications)
• Knowledge of Support Center procedures and troubleshooting protocols.
• Knowledge of Lean Problem Solving
• ITL, and Six Sigma Certifications highly preferred