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Manager, Support Consulting
4 months ago
POSITION DESCRIPTION
• Responsible for overall well-being of Customers and career development for his employees, along with providing support/services for our market-leading supply chain solutions offered by Manhattan Associates.
People Management
• Manage/coordinate cross-functional, supply chain consultants and software engineers focused on delivering new or upgrading existing products.
• Set day-to-day objectives, monitor employee progress, employee time review & management, provide mentoring, conduct performance reviews, and supply input for hiring/promotions to ensure efficient operations.
• Monitor employee contribution to project completion and ensure completion of the project or product on schedule and within budget constraints
Services / Support Management
• Manage process from initiation through delivery via planning and directing schedules, to include personnel and budget analysis, labor planning, issue resolution, and the coordination of activities between client and company personnel.
• Help prioritize requests, provide expert advice, out of the box ideas to resolve requests effectively.
• Provide updates to management, attend leadership meetings with the customer.
• Proactively provide updates on any escalations/critical customer situations.
• Collaborate within other teams in CSO or other departments to ensure the customer requests are handled appropriately.
Incident / Escalation Management
• Effectively handle production outage calls. Act as Incident Commander for high visibility/sensitive customers by using critical thinking and being assertive while empathizing
• Serve as escalation point for customer issues and manage personnel during production outage situations via internal escalations and internal collaboration for expert engagement
Program Management
• Help lead or manage projects such as upgrades, implementations and unique CSO program offerings
POSITION MINIMUM REQUIREMENTS
• Bachelor’s or foreign equivalent degree in engineering, science or related technical field.
• Minimum 10 years of experience in supporting or implementing any supply chain packaged application software such as Distribution/Warehouse Management, Order Management, Labor Management, Transportation Management.
• Minimum 4 years of exposure to Cloud Software troubleshooting methods including (but not limited to) exposure to Postman, Kibana, Grafana etc.
• Minimum 6 years of experience with database troubleshooting using Oracle SQL or exposure to any related relational database.
• Minimum 6 years of exposure to UNIX/LINUX. Should know basic commands.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication (written and oral) skills.
• Minimum 2 years of experience in leading/managing a team of at least 5 people along with incident management
DISCLAIMER
This job description indicates the general nature and level of work of the incumbent. It is designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position
Committed to diversity and inclusion At Manhattan, it’s about more than just the work. From cultural celebrations to interest groups to volunteeropportunities, your true self is always welcome here. Our team members’ backgrounds, experiences andperspectives add to us as a whole and make us unique.We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration foremployment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,disability, or status as a veteran. In the United States, Manhattan Associates participates in the EmploymentEligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with theSocial Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employmenteligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has beencompleted.