Senior Manager Support Services

2 weeks ago

Singapore AKAMAI TECHNOLOGIES APJ PTE. LTD. Full time

As a Senior Manager Support Services, you will lead the Asia Pacific, Greater China and Oceania Support team. Provide mission critical technical support for the world’s most trusted and pioneering online customers. Influence the way products are developed and implemented to improve the overall customer experience. Partner with stakeholders in Sales, Services, Engineering, Operations, and Products to help execute on Akamai’s Mission.

As a Senior Manager Support Services, you will be responsible for:

- Providing strategic leadership and direction to the 20 person plus APJ Support Services organization.
- Ensuring delivery of industry-leading technical support, and meet mission critical support goals in the APJ region.
- Collaborating with Support Services leaders in other geographies to define and implement global programs
- Providing oversight to the support team in order for customer escalations to be satisfactorily met within 24/7 service-delivery model.
- Refining delivery models for scaling the rapidly growing support organization and improving efficiencies through innovative thinking.
- Identifying systemic problems, ensuring successful resolution and prevention

To be successful in this role you will:

- Bachelor’s degree in computer science, Engineering, Information Technology, or a related field, or Master’s degree (e.g., MBA or MS in a technical domain) is often preferred but not always required.
- 8 to12+ years of experience in customer support, technical account management, or technical services in enterprise environments.
- At least 3-5 years in a people management or team leadership role.
- Hands-on experience with web technologies, cloud computing, networking (CDNs, DNS, HTTP/S, TCP/IP), and security is highly valued.
- Experience working with enterprise customers across industries like media, commerce, or finance is a plus.
- Have knowledge of internet, networking, security and internet technologies.
- Experience in scaling a customer support organization in a high-growth, geographically dispersed environment.
- Able to translate business strategies into executable plans
- Demonstrate experience in managing and developing managers.
- Experience in effectively leveraging CRM systems, knowledge bases, and online self-help tools in an overall support strategy.
- Experience in Knowledge Centered Support and/or Intelligent Swarming

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