Informatica Corporation (NASDAQ: INFA) is the worlds number one independent provider of data integration software. Organizations around the world gain a competitive advantage in todays global information economy with timely, relevant and trustworthy data for their top business imperatives. More than 4,350 enterprises worldwide rely on Informatica to access, integrate and trust their information assets held in the traditional enterprise, off premise and in the Cloud.
Our Team:
Informatica has strategically located Global Customer Support Centers in North America, Europe, and Asia Pacific. Our single mission is to provide customers with world class technical support to ensure successful implementation of their business solutions using Informaticas products. For the seventh consecutive year Informatica received top marks in customer loyalty in the 2012 Data Integration Customer Satisfaction survey conducted by independent research firm TNS,
Your Opportunity:
We are looking for a technical manager, with a proven record of accomplishment in technical field to join our Global Customer Support Organization. As an Manger,
You will be leading a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool.
You will be thriving in a fast-paced customer support environment, youll work with our customers and help solve their complex technical problems, related to Informatica products and its peripheries like database, OS, Appservers etc.
You will have a direct bearing on Customer success and satisfaction and be their trusted advisor for their technical escalations.
On the job training and on-going learning and development are a key part of why our professionals are widely respected and are treated as world number one in technical support arena.
Our Ideal Candidate:
Youre a natural leader who strives for excellence and is known as a resourceful and prodigious technical ability. You possess flawless communication and customer-relationship skills responsiveness, sensitivity, diplomacy and are comfortable working both independently and collaboratively. Your advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges. Applying your superior business acumen and resource management skills you meet service request SLAs, drive your team to meet their goals and set the example for good work procedures. In addition to the attributes mentioned, youll also be able to:
Communicate a compelling and inspired vision, articulating what is possible beyond today - future possibilities.
Inspire and motivate people to rally support behind the vision, make it sharable by everyone.
Your Responsibilities:
As a part of the GCS Organization, you will be responsible for ensuring our customers success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the other teams like QA, Engineering, Solutions Delivery, Sales, and Product Management to ensure that GCS is delivering overall superior service and support to our customers.
Additional responsibilities include but are not limited to the following:
Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work
Ensure related Training requirements are identified and added to project timelines
Build, develop, and grow any business relationships vital to the success of the organization
Conduct post mortems and create a recommendations to reduce number of issues raised by customers
Expertise in team management principles, techniques, and practices
Develop best practices and tools for project execution and management
Assist other personnel in overload/crisis condition when time permits
Must conform to timelines, demands, and shifting priorities through problem solving and analytical capabilities. Should react to priority alterations and adjustments promptly and efficiently. Ability to prioritize tasks and execute them in a high-pressure environment
Should possess team coordination and time management skills, motivational and leadership qualities. Total commitment to building a team to reach their goals
Customer-service, decision-making ability and willingness to walk the extra mile for Customer Satisfaction.
Specialized at recruiting, training, and retaining top people
Identify business opportunities for service, maintenance and license revenue.
With your technical expertise and experience, you need to help and guide the team. Live with what you teach and command respect by your examples Coordinates project meetings, communicates status, readiness, business issues, technical issues, resource requirements and their resolution across functional organizations and management
Ability to operate in flexible times of change
Your Qualifications:
BE , BTech, MCA degree or equivalent technical experience
9 + years of experience in the software industry
4+ years of experience in managing people in software industry
Must be detailed oriented with excellent communication and customer service skills
Must have ability to analyze data related to service metrics
Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
Strong Customer Relations and Support experience; must be comfortable interacting with customers and executives in a professional and welcoming manner
Excellent written & verbal communication skills
Strong problem solving skills, ability to think about complex problems and come up with creative solutions
Good understanding of corporate online collaboration and knowledge management best practice
Extensive hands-on experience with Industry leading RDBMS.
Expertise in multiple areas will be a plus. For example, subject matter expert within own discipline/specialty area and basic knowledge of other disciplines / specialty areas
Development and/or Technical Support Experience with J2EE applications, especially as implemented on BEA WebLogic, IBM WebSphere, and JBoss is a plus
Informatica offers a competitive compensation package that includes base salary, medical/dental, 401(k), employee stock purchase (ESP), flexible time off and more. Our generous benefits vary depending on your geographic work location. Its an exciting time to work at Informatica, you can learn more about our company, and our products and services at www.informatica.com.
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