Service Delivery Specialist

1 week ago

Cork, Cork, Ireland beBeeTechnical Full time €61,000 - €87,000

Job Title

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The Technical Support Manager role involves overseeing a team of Technical Support and Escalation Engineers. Their primary responsibility is to troubleshoot, repair, debug, and diagnose incidents with NetApp products.

This includes hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. The Technical Support Manager will have operational knowledge of their area of responsibility and align individual objectives with business goals.

They will establish and maintain relationships with internal stakeholders to drive operational excellence within support.

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  • Provide oversight to Technical Support Engineers and Escalation Engineers resolving customer problems via phone, web, chat or AutoSupport.
  • Research customer issues in a timely manner and follow up with recommendations and action plans.
  • Create new knowledgebase articles for reuse throughout the center.
  • Participate in technical communications to share best practices and learn about new technologies.
  • Respond to situations where NetApp product support cannot solve customer issues.
  • Provide proactive and reactive services by building relationships with customers to best serve their needs.

Key Responsibilities:

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  • Resolving customer problems via various channels.
  • Researching customer issues and following up with recommendations.
  • Creating knowledgebase articles for reuse.
  • Participating in technical communications to share best practices.
  • Responding to unsolved customer issues.
  • Providing proactive and reactive services.

Job Requirements:

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  • Excellent written and verbal communication skills.
  • Good interpersonal communication and customer service skills.
  • A clear understanding of product development cycle, technical requirements and project management.
  • Experience with Storage Hardware, Software, Cloud and Virtualization technology.
  • A strong understanding of computer architecture concepts.
  • Demonstrated leadership ability.

Responsibility & Interaction:

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  • Manage multiple tasks within a large group or department.
  • Align local targets to business goals.
  • The potential impact of decisions made by this individual will be mostly operational.
  • Apply experience and knowledge to address diverse scope issues and resolve problems through planning.
  • Work effectively with Staff to Vice President level employees.
  • Utilize people skills and manager tools to positively impact team development.
  • Demonstrate favorable results through providing leadership.

About the Role:

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We are looking for a skilled leader who can manage a team and make strategic decisions to drive business success.

This role requires excellent communication skills, a strong understanding of technology, and the ability to lead and motivate a team.

Equal Opportunity Employer:

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We are committed to diversity and inclusion in the workplace.

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