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• Promotes quality technical support operations including customer support excellence and technical delivery excellence
• Maintains coverage plans to meet contractual requirements
• Develops operational improvement initiatives based on KPI metrics across products.
• Develops training plans for Technical Support operations
• Manages Customer Escalations of support priorities directly

Education, Licenses and Certifications:
• Engineering, Information systems or Computer Engineering Bachelor degree required
• MBA preferred
Experience:
• Minimum 8 years experience in software development
• Minimum 20 years in technical support operations for Fortune 500 clients
• Minimum 12 years management experience
• Preferably having US working experience

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