Apply: Enterprise Support Manager

This role serves to be a part of the team lead in supporting the full product line of IT Security and Privileged Identity Management solutions and resolve the customer’s technical problems by interacting with them via web, phone, and email. As the market leader with global presence, my client has teams across the globe, working together to provide full coverage, and excellent enterprise level support.
 
Responsibilities: 

• Lead, manage, mentor, and ensure development of the local Enterprise Support team
• Be responsible for support provided to all of my client’s global customers, by local team members, global teams, and other departments
• Manage and own business and technical escalations, together with other departments and regions, through to resolution
• Builds and fine tune processes in alignment with daily operations
• Manage the APJ escalations
• Define, and measure team KPI’s, tracking team performance and drive continuous improvement
• Participate in the definition, planning, and execution of the team roadmap according to My client’s strategic targets. Includes defining processes, procedures, guidelines, and tools to improve the team’s productivity, quality, wellbeing, and success
• Learns about the business and implement competitive advantage drivers
• Seeks to understand the strategic planning process and how his/her work relates to the business overall.
• Serve as mentor and coach, maintaining technical expertise with my client’s wide range of products

 
Requirements:

• 8+ years' experience in Technical Support or a similar technical team
• 3+ years in a supervisory or leadership capacity
• Capable and experience in leading L2 and L3 teams in Singapore and the region
• Security vendor industry background is a plus
• Customer centric, leader by heart with heightened sense of empathy
• Experience in handling technical escalations
• Resiliency to stressful situations, ability to stay calm and maintain effective decision-making ability under pressure
• Experience in hiring, training and mentoring people for excellence
• Ability to define and design tools and processes
• Positive can-do attitude, both internally and in customer-facing situations.
• Excellent communication and organizational skills
• Excellent written and verbal English skills Proven technical skills
• Strong knowledge of Windows and *NIX operating systems
• Capable of understanding the technical aspects of a complex systems
• Proven Team player with track record in developing high performing teams
• Experience in managing multiple disciplines within a support organizations a plus

Please note that only locally based candidates would be considered for this role.

EA Personnel No. R1442448
BeathChapman Pte Ltd
EA Licence: 16S8112