About the role
Build a high performing team that will be diverse and inclusive. Coach and enable your team to deliver world class support with an engineering mindset to strategic S500 customers. Drive operational excellence, including ACE direct case ownership, improved Time to Mitigate (TTM) and ACE Problem Resolution Owner function. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Attract and build a diverse, high-performing team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in new external and internal talent. Identify and develop technical and soft skills needed to deliver outstanding support and solutions to our customers. Create an inclusive work environment where every employee can effectively engage and wants to be part of
the team. Provide ongoing feedback that helps direct reports improve their performance. Promote a positive environment across the organization by modeling behavior that promotes good morale. Build and develop ACE Technical Subject Matter Expertise to effectively address complex problems Leverage resources to help employees develop skills and support their career interests. Remove barriers to agility to enable
the team to shift priorities quickly without losing productivity. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 1+ year(s) of customer facing experience. Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 3+ years of customer facing experience. 5+ years people management experience.
