Cyberres Saas Coe Support Manager

hace 1 semana

San José, Costa Rica Micro Focus A tiempo completo

Provide leadership and management to our staff of Support Engineers, based around the world.

Manages the technical/service relationship between the company and the customer, and between the company and subcontractors/vendors. Works with the key customers and/or internal businesses/end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.

**_ Responsibilities: _**
- Manages area(s), customer(s), or team(s) of company employees with well
- defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
- Coaches and mentors employee direct reports. May coach and mentor non
- direct reports as needed.
- Manages FPR process for company employees. Manages team and individual performance.
- Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).
- Advise management and peers on matters of importance to area(s) of responsibility. Propose/influence direction-setting.
- Resolve/monitor customer escalations as appropriate.

**_ Education and Experience Required: _**
- Bachelor's degree in Computer Science,
Engineering, Business, or related field or equivalent work experience.
- May hold Master's or advanced degree in related field.
- Typically 8+ years of relevant experience.

**_ Knowledge and Skills: _**
Typical skills include:

- Workforce management/development.
- (developing) Leadership.
- (developing) Influencing Others Customer/Vendor Management, escalation management, customer relationship-building.
- Knowledge of Corporate capabilities and outsourcing industry norms.
- Business Analysis and Business Planning.
- General Financial Management/cost management.
- General Project Management.
- In-depth understanding of technology in direct responsibility.
- General understanding of related technologies.
- (developing) Knowledge of industry and market trends.

**Job**:
Services

**Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status

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