Associate Manager:

The Opportunity:

As an Associate Manager you will play a pivotal role in driving customer outcomes and leading an managing a team of highly technical engineers. You will set the tone & the tempo for your team, leading by example, coaching & mentoring to ultimately to drive an exceptional customer experience. To do this you will drive operational excellence of your team, ensuring exceptional service, setting technical standards, managing key performance metrics & driving continuous improvement. Additional as the first line of customer escalation management, you will have responsibility to drive incident outcomes by managing issues, stakeholders, mobilizing other resources across Commvault, directly or through your team. The associate manager role is for Client team, hence basic understanding about VMware and Virtualization related technologies are preferred. 

What you ’ll do.

• Lead & manage a team of 8-12 highly technical engineers, including Tier 1, Tier 2 & SME resources, fostering a culture of collaboration & excellence.
• Actively engaged in all stages of team employee
• Hire: Recruiting skilled engineers, ensuring a match with team dynamics & company
• Inspire: Motivate & lead team to excel, fostering a positive, innovative, & collaborative work
• Admire: Cultivate a culture of respect & appreciation, recognizing individual contributions & team
• Continuously monitor & evaluate team and individual performance, providing feedback & implementing strategies to drive improvement & achieve organizational goals.
• Oversee leave management & coverage coordination within the team and across Geographies to ensure uninterrupted service.
• Take ownership of key KPI’s including Customer Satisfaction (CSAT), Very Satisfied (VSAT) ratings,
• Initial Response SLA, Time-to-Resolution (TTR), & managing calls closed within 24 hours/5 days.
• Manage & coordinate technical outcomes for critical customer escalations, managing all
• This will include Customer operations teams and leadership, Commvault Sales teams, Engineering, field teams your technical resources and global team members.
• Conduct weekly reviews of aged incidents & incident backlog, working closely with the team to drive
• Develop & implement strategies to gain traction on aged calls & reduce incident
• Contribute to & ensure delivery against both team & Individual Development
• Oversee escalation processes to maintain a high standard of submissions thru to the Engineering
• Provide coaching & mentoring to team members, offering technical guidance as needed and be a facilitator for Career Development of Team members.
• Ensure your team contributes significantly to the creation of high-value knowledge base & solution
• Collaborate with Global Peers for seamless Support Delivery in terms of Time zone Coverages and Transactional Handoffs
• Ability to understand the technical context with respect to VMware and Virtualization and Cloud is required to understand the context of technical escalations.
• Drive high-priority incident resolution by bridging the gap between core engineering and customer business needs, while mentoring the team on VMware and Virtualization best practices.

Who you are:

• Overall experience of 10 -15 years, along with 2+ years of manager experience, preferable in technical support at Enterprise level.
• Demonstrated ability to track & manage KPI’s such as Customer Satisfaction Scores, Resolution Times,
• & Service Level Agreements, using these metrics to drive continuous improvement.
• A Data Driven approach to Decision Making in driving Team and Operations
• Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.
• A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools, ensuring the team's skills remain cutting-edge.
• Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be
• Proven experience in fostering a collaborative team environment, facilitating open communication & promoting teamwork to achieve common goals.
• Skilled in handling conflicts & managing escalated customer issues, finding solutions that satisfy customers while aligning with company policies & objectives.
• Demonstrated expertise in guiding & nurturing team members, enhancing their skills & career development through personalized mentoring & effective coaching strategies.
• Ability to think critically & laterally for effective problems-
• Excellent communication skills, both verbal &
• Willingness to work in a 24/7 model as per Business Requirements
• Foundational proficiency in Windows/Linux Operating system or Cloud technologies to effectively facilitate technical discussions and translate complex engineering hurdles into clear customer.

You’ll love working here because...

• Continuous professional development, product training, and career pathing
• Annual health check-ups, Tuition Reimbursement
• An inclusive company culture, an opportunity to join our Community Guilds
• Personal accident cover and Term life cover