Associate Manager

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What to know:

• Commvault doesnotconduct interviews by email or text.
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About Commvault

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover take action and rapidly recover from cyberattacks keeping data safe and businesses resilient. The companys unique AI-powered platform combines best-in-class data protection exceptional data security advanced data intelligence and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years more than 100000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks improve governance and do more with data.

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 Unix/ Database team hence basic understanding about Unix / Database 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 lifecycle.
• Hire: Recruiting skilled engineers ensuring a match with team dynamics & company culture.
• Inspire: Motivate & lead team to excel fostering a positive innovative & collaborative work environment.
• Admire: Cultivate a culture of respect & appreciation recognizing individual contributions & team achievements.
• 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 KPIs 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 stakeholders.
• 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 closure.
• Develop & implement strategies to gain traction on aged calls & reduce incident backlogs.
• Contribute to & ensure delivery against both team & Individual Development Plans.
• Oversee escalation processes to maintain a high standard of submissions thru to the Engineering team.
• 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 articles.
• 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 Unix and Database is required to understand the context of technical escalations.
• Apply foundational knowledge of RDBMS architecture (Oracle MySQL or DB2) and Unix File Systems to provide high-level guidance during data protection and recovery operations.
• Drive high-priority incident resolution by bridging the gap between core engineering and customer business needs while mentoring the team on Unix/DB 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 KPIs 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 teams skills remain cutting-edge.
• Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable.
• 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 problem-solving.
• Excellent communication skills both verbal & written.
• Willingness to work in a 24/7 model as per Business Requirements
• Foundational proficiency in Unix/Linux Operating system or Database technologies (Oracle MySQL or DB2) to effectively facilitate technical discussions and translate complex engineering hurdles into clear customer updates.

Youll 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

Ready to #makeyourmark at Commvault Apply now!

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