Senior Director, Technical Solutions

1 month ago

bangalore, India Databricks Full time

Databricks is looking for a Senior Director –Technical Solutions & Support to grow, lead and manage the Technical solutions engineers and support teams in India. The Senior Director –Technical Solutions & Support, India is responsible for building and managing a regional team of technical experts focused on resolving highly complex and long-running support tickets raised by Databricks customers. The India Support Director will oversee all Support operations during Asia Pacific business hours and will be responsible for running a 24x7 team out of our Bangalore, India office.

Impact you will have:

Build and manage a 24x7 regional team of Technical Solution Engineers based out of Bangalore. Provide coaching and mentorship to regional support managers. Identify and implement process improvements to meet or exceed regional performance KPIs. Establish training plans and subject matter expertise within the team. Drive support escalations during Asia Pacific business hours and establish cross-functional collaboration to manage and resolve issues. Be a player-coach and provide technical leadership to the regional support team. Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform. Define quarterly goals and track them to completion to drive team growth and personal development. Scale the organization by developing processes and guidelines that promote operational efficiency Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues. Participate in weekend on-call rotations for support escalations.  Perform risk assessments and be a hands-on leader

What we are looking for:

Should have been a manager’s manager for at least 2 years  Min 15 year of experience in IT Industry - SaaS Support, building, testing, and maintaining Experienced in leading a team of at least 50+ employees Proven experience working with Cloud native applications / SaaS (AWS, Azure, GCP), or Big Data platforms in a technical capacity. Proven experience working with Big Data (Platform, Kafka, Hadoop), Cloud (AWS, Azure, GCP), or Data Science platforms in a technical capacity. Demonstrated experience in a customer-facing role managing a large regional team of technical support engineers. Excellent analytical and troubleshooting skills. Excellent customer facing, verbal and written communication skills A team-oriented attitude and a high degree of comfort working in a startup environment. BE/B.Tech/MS in Computer Science or other equivalent technology required

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