The Senior Director of Critical Support Operations manages a high-powered team of Area Directors, Critical Support Managers and Critical Support Specialists responsible for leading the Americas Customer Support Services recovery and return to service activities for high severity (customer system down) incidents. As well as the team drives all post mortem and closed loop corrective action processes related to high severity events and manages the Americas Critical Site process and activities. The Senior Director participates as a member of the Americas Customer Support Services leadership team and reports directly to the Vice President of Americas Customer Support Services.
Owns management and resolution of all Severity 1(A and B) incidents in the Americas
Drive Post Mortem and CLCA processes for Severity 1 incidents as required
Manages Critical Sites processes (identify and drive resolution)
Owns 2nd-level Escalations for Customers who purchase Premier (i.e. Base) service level
Interesting Work You’ll Do:
Directly Manage 5 Area Directors, 1 CSO Director and lead a total organization of 14 to 16 associates with a very high degree of Technical and Operational skills
Owns management/resolution of All Severity 1 (A and B) incidents
Staff hotline 7 x 24 with ability to answer by 3rd ring and engage technical bridge within 5 minutes
Manage technical bridge and ensure all necessary resources (technical and other) are engaged and working open Severity 1 incidents
Provide regular updates (hourly) to Teradata executives on the status/progress of all Severity 1 incidents
Support the local account team in communicating (as required) status and progress to customers affected by Severity 1 incidents
Drive the Post Mortem Actions and/or Closed Loop Corrective Actions processes following all Severity 1 A or B incidents (as required)
Identify and document all improvement opportunities (internal and external) as action items
Such actions are corporate-wide spanning Global Support, Critical Sustaining Eng., Labs, Global Operations, Field CS, etc
Track status of actions items (JIRAs, etc.) and follow up to ensure all actions are dispositioned
Support local account teams in presenting formal CLCA documents to customers as required
Manage the Critical Site process for Teradata
Identify customer sites that are in critical Status (Blue, Yellow, Red)
Manage (with the local site teams) actions necessary to return sites to normal operating status
Report weekly to Teradata executives on the status and progress of all critical sites
Manage Global Awareness and High Visibility Defects lists
Manage all 2nd-level service escalations for customers who purchased the Premier/Base level of service (these sites have no Support Service Manager assigned)
Also manage all 3rd-level escalations from Support Services Managers for sites with Critical Services Mgmt. level of service
Skills and Experiences You’ll Need to Be Successful:
BS/BA degree in Business Technology, Management Information Systems, or equivalent combination of education and experience
10 to 15 years’ experience in computer technology or related fields within the last 20 years
Strong written and verbal communication skills
High degree of technical proficiency with the Teradata Analytics solutions (HW and SW)
Experience interacting with large enterprise customers at senior levels
Proficient in the use of Microsoft Office suite of applications
Ideally, you will also have the following:
Advanced degree
Previous experience managing other managers/directors
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