About the Job
The Support Delivery Manager (SDM) will be responsible for the management and support of Premium customer escalations and service incidents, through to successful completion and user satisfaction, and for implementing problem management to prevent recurrence of issues.
In this capacity, you will work to ensure proper priority is given to visible issues depending upon customer need or circumstances.
You will work independently and as part of a team to actively manage the monitoring and resolution of support cases, with focus on customers’ ability to resume normal operations quickly with a minimum of disruptions.
The SDM owns the resolution responsibility, coordinating Support Engineers and Platform / PDG team members who resolve issues or Incidents.
During a high severity crisis situation, the SDM directs the troubleshooting activities to gather specifics on the impact and nature of the situation, provides on-
going updates to internal teams and customers on the progress to resolution, drives the completion of RCA (Root Cause Analysis) document and initiates escalations to Senior Management and / or other groups where appropriate.
The SDM will act as an escalation contact for on-call Support Engineers and will work closely with Support management, and applicable Platform / PDG team members to escalate issues that cannot be resolved in a reasonable amount of time.
The SDM is responsible for coordinating post mortems, communicates resulting action and provides constructive feedback to management team for process improvement.
Responsibilities also include monitoring tickets for accuracy to ensure procedures are followed and providing work logs and ticket summaries to team leads to assist in ensuring team compliance of SLAs.
The SDM will also implement procedures and / or processes to avoid recurrence of issues to maintain the operational efficiency of the customer’s network.
About the Team
You will be part of the International Akamai Technical Support organization (AkaTec) supporting our global customers, which include many Fortune 500 corporations.
You will be dealing with them on a daily basis as the primary interface in supporting the technical aspects of Akamai network services and applications they use.
Overseeing and managing incidents.
Drive Problem management to prevent recurrence of similar incidents
Service Improvement to achieve long term fixes.
Monitor case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements.
Facilitate and lead resolution of complex problems. Escalation contact for Support Engineers, internal departments, and customers for technical issues.
Direct the troubleshooting activities and engage other functions as required.
Drive internal and external communication to ensure on-going updates on resolution process.
Collaborate with Customer Care Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature.
Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems. Work closely with problem management team to drive issues to closure.
Responsibility for one or more accounts that require long-term technical escalation management. Follow up on Customer Satisfaction issues as reported.
Identify possible product / service quality issues affecting customers and bring them to the attention of the Problem managers.
Drive continuous Support Improvement and Improve Problem Resolution times.
Participation in escalation review meetings and post mortems.
Master’s or its equivalent in Computer Science, Computer Engineer, or a related field plus 3 years of overall support experience.
Bachelor's Degree or its equivalent in Computer Science, Computer Engineer, or a related field plus 5 years of overall support experience.
Total required experience must include the following (can be gained concurrently) :
3 years of experience with Internet technologies / protocols, including DNS, TCP / IP and HTTP / HTTPS.
2 years of experience in system support, with a minimum of 1 year of experience in incident management.
Must also have :
Proven leadership skills within a customer support organization.
Strong analytical skills and technical writing skills; excellent communicator who can disseminate and articulate highly technical information in a clear manner to both business, technical, and non-technical audiences.
Ability to work calmly and decisively under pressure by triaging and prioritizing multiple crisis situations in an efficient manner
Ability to identify inefficient processes / procedures and ultimately have a clear understanding of how to improve them through documented strategies
Is relocation available for this position : No
Is US Citizenship required : No
Is a Security Clearance Required : No
If yes, applicants selected will be subject to a government security investigation & must meet eligibility requirements for access to classified information.