Tech Manager - Technical support

At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

NICE is looking for an experienced Technical Support Manager for its Public Safety and Justice business unit.  This position will be part of the Site Reliability Engineering team, responsible for supporting NICE Public Safety and Justice solutions globally, in the 3 regions: Americas; EMEA; and APAC. The main focus is to provide timely and consistently high-quality support for our customers, who use our state-of-the-art solutions in mission-critical environments, with an emphasis on prevention and knowledge sharing.

How will you make an impact?

• Lead and coach the Advance Support team(s). to provide subject matter expertise and support to regional services/support teams, business partners and end customers worldwide, who use our state-of-the-art solutions in mission-critical environments.
• Assist product teams to successfully introduce new products/versions. Champion supportability and preventative actions across the business unit and ongoing development of regional support team knowledge and capability.
• Proactively liaise with regional support management and R&D/product management to resolve support issues at the earliest opportunity, avoiding customer escalation where possible, with a focus on preventative actions and timely communications to stakeholders.

• Be responsible for effective communication within the business unit for support initiatives, and the coordination between the product house and regional teams for escalating or escalated issues.
• Analyse data to identify trends, opportunities for improvement and issue prevention.
• Functional management of team, including managing absences so that support capability and team performance meets the business requirements.

• Plan development of skills and knowledge to support future solutions, and to assist with new product introduction. This includes the needs of regional teams (support and service), advanced support teams and management responsibilities.
• Monitor performance and effectiveness of team members and provide feedback / coaching for individuals and/or groups where process or performance improvements can be made.
• Champion a positive mindset that encourages individuals to keep aiming higher for themselves, their team, our customers and our business.
• Promote collaboration both within and across teams, to work as effectively and efficiently as possible. The success of the team is dependent on supportive, open, and honest communication with the shared objective of providing the best support we can. Learning individually and together from our experiences – both good and bad.
• Encourage team members to contribute positively to supportability and knowledge sharing activities within and across teams.
• Act as customer advocate (within business constraints) and encourage others to consider alternative perspectives in addition to their own. (e.g.: A design may have been implemented as intended, but does the solution deliver what the customer should reasonably expect?)
• Provide product house management with timely awareness of issues that are likely to become hot, preferably before any formal escalations occur.
• Help team members to acquire & coordinate resources from other groups as needed to resolve customer issues.
• Be a trusted critical-friend with R&D and regional support management, and team members, to share awareness of successes and potential problems (in both directions) and have constructive communications.
• Deliver on commitments and update ASAP where that is not possible.
• Respond to escalations in a timely manner, coordinating with stakeholders to provide best possible outcomes (quick resolutions or setting appropriate expectations), with clear action owners and timescales where possible.
• Ensure critical business processes are performed as required (e.g. timely deletion of customer data, and actions specified in the Business Continuity Plan)
• When required make informed decisions on work priorities, and help manage consequential expectations of internal and external customers by carefully considered communication (often in conjunction with other stakeholders).
• Identify and report systemic issues causing complaints & escalations, work with business owners to implement changes that promote and increase positive Customer experiences.
• Represent NICE professionally, and with integrity, both internally and externally.
• Maintain a good general knowledge of the full range of NICE Public Safety and Justice products and support needs.

Have you got what it takes?

• At least 5 years experience in managing technical support groups working with NICE or similar global enterprise Software Company.
• Technical ability, software industry background
• Technical knowledge in Networks, Infrastructure, Microsoft OS, Virtualization
• Solid understanding of Customer Support processes, and best practices
• Experience working in a managed hosted environment, preferable
• General Knowledge of the full range of NICE Public Safety and Justice products and services.
• Off hours work, and travel may be required from time to time
• Good analytical and presentation skills

 Good to have

• Adaptive interpersonal skills to develop strong, trusting, relationships and collaborative working.
• Strong communication skills including e-mail, phone and written documentation etiquette.
• Experience in managing critical customer situations.
• Proven successful cross group collaboration skills.
• Proven problem-solving abilities, particularly when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution.
• Demonstrated ability to multi-task between several tasks/issues and manage minute details. 
• Excellent communication and presentation skills in English (and
   local language) to manage external and internal customers, and
   set expectations aligned with customer requirements and NICE goals.

 Education

 BE/BTECH in Computer Science, Electronics Engineering or equivalent.

 What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 5467
Reporting into: Director
Role Type: Manager